First call resolution, industry standards and Multi-channel support

Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

JUNE 7, 2024

Tracking and Analyzing Performance Metrics Tracking and analyzing Key Performance Indicators (KPIs) like Average Handling Time ( AHT ), First Call Resolution ( FCR ), and Customer Satisfaction ( CSAT ), is vital for measuring call center effectiveness. It enables businesses to gauge their customer’s trust and loyalty.

Best practices

Best practices Call Center Omni-channel support Management

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

Call Center Management: Challenges, Strategies, Tips, and Best Practices

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

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