Fonolo

AUGUST 24, 2017

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. Make Sure Your Metrics Are Accurate. Understand Your Customers’ Expectations.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. 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.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

Dialer 360

SEPTEMBER 10, 2019

Thus, the choices by analyzing comprehensive contact center metrics and KPIs. The track of number and calls answers is the best great metric for several reasons. Usually, it doesn’t include the time and taking to navigate with the IVR system. As well as the degree of the accessibility to their callers.

Customer Service 23

Customer Service Call Center Abandon rate Caller satisfaction 23