Callminer
MARCH 2, 2020
Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate. Read on to discover some of the things that you can do to directly improve your first call resolution rate. Tracking Ideas. Cooperation.
Callminer
MAY 26, 2020
First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.
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Transparent BPO
JANUARY 14, 2020
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Don’t waste another minute during a contact center site visit.
TechSee
MARCH 12, 2019
But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.
Taylor Reach Group
NOVEMBER 30, 2018
There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Not staying current on new technologies impacting Call and Contact Center operations.
Callminer
FEBRUARY 5, 2020
If you have noticed issues among your agents with fulfilling necessary quotas or requiring multiple calls to resolve issues, then it may be helpful to capture the following metrics: First Call Resolution. This paints a clearer picture of your call center staff’s overall competence. Automation.
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.
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