BlueOcean

OCTOBER 6, 2020

It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey. Are Your Customers Happy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

TeleDirect

DECEMBER 14, 2023

What Is Call Center Technology Call center technology is the software and hardware we use to ensure your customers experience outstanding service and you increase your revenue. The answer to “ What is call center technology ?” ” has changed dramatically over the years.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. The detailed steps provided in this post will help achieve all these goals.

First call resolution 75

First call resolution Call Center Analytics Self service 75

TechSee

MAY 29, 2018

Maximizing relationships with existing customers by improving communication and service processes is a clear priority in our customer-centric era. Implementing visual support in a call center directly affects the key elements that impact a business’ NPS: Reduced customer effort. Better resolution rate.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. The detailed steps provided in this post will help achieve all these goals.

First call resolution 40

First call resolution Call Center Analytics Self service 40

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Data is the GPS Mapping Your Customer Experience.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience.

Customer effort 109

Customer effort Customer Care Coaching Surveys 109