Employee engagement, First call resolution and Multichannel

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Employee engagement

First call resolution

Multichannel

10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

OCTOBER 19, 2023

Calls managed by well-trained agents result in shorter call durations and increased first-call resolution rates- Comprehensive Training Programs: Implementing comprehensive training programs for contact center agents is essential for the efficient handling of customer queries.

Contact Center

Contact Center Interactive Voice Response Contact center software Self service

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Without question, our most important metric is first call resolution…”. Employee engagement.

Call Center

Call Center Metrics Contact Center Wait times

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Customer Contact Central

10 Effective Ways to Reduce Costs in Your BPO Contact Center

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Webinars

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