Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Fonolo

JUNE 13, 2023

Call-backs can do more Fonolo’s feature-rich call-backs do an excellent job of reducing hold times and smoothing call spikes. This functionality reduces AHT, improves your CSAT scores and your first call resolution. Call-backs can be offered through any channel you prefer: voice or digital.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

aircall

FEBRUARY 2, 2018

Customers want their issues resolved quickly, and when assisting a large volume of clients with a small (but mighty) support team, it’s a good idea to make “first-call resolution rates” one of your top priorities. To succeed in this, however, the first step is to minimize ”escalating” issues beyond the associate level.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ James Pollard. theadvisorcoach.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Inbenta

SEPTEMBER 29, 2021

The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR). So, how exactly do you increase your first call resolution rate? Start by analyzing what your first contact resolution rate is.

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.). Make use of the flow history.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

JustCall

MARCH 29, 2022

This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry. You can even employe compliance alerts to ensure that support staff are following ‘personalization’, calling the customer by name and providing value in each conversation. Ready To Transform?

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98