Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. 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.

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

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.

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). Put simply, a strong FCR is a good indicator that your team is providing excellent service. So, how exactly do you increase your first call resolution rate?

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

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. Automation such as IVR, Call Routing helps enable a self-service experience for customers. Provide Real-Time Feedback for First Call Resolution . Ready To Transform?

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98