First call resolution, Gamification and industry standards

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

First call resolution

Gamification

industry standards

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center

Contact Center Interactive Voice Response Management Gamification

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software

Contact center software Contact Center Customer Service Agent burnout

Customer Contact Central

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Stay Connected