Caller satisfaction, First call resolution and Scripts

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Caller satisfaction

First call resolution

Scripts

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Callminer

OCTOBER 3, 2019

“The goal of the phone call is to resolve the issue during the first interaction. Studies show that “67% of customer churn is preventable if the issue is resolved during the first engagement. Traditionally, call centers have supplied their agents with scripts to work from and many companies still use this procedure.

Call Center

Call Center Morale Employee engagement Customer centricity

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience

Customer Experience Interactive Voice Response Caller satisfaction Calibration

Customer Contact Central

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Why Customer Experience is Like Sex in High School

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