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What is a multichannel contact center?

Global Response

They want to be able to process a return on the bus ride home, send a quick text to ask a question before they hop on a meeting or DM you a question on social media after they saw a post about a new product launch. The holistic approach knocked out backlogs and brought first call resolutions up, and response time down.

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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. Integration Challenges MSPs often need to integrate their call center systems with various client environments.

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Boost your Contact Center's Key Metrics with Better Language Support

The GLOBO Blog

With the number of American customers speaking languages other than English increasing each year, callers who require additional language support impact a larger percentage of calls every passing day. First Call Resolution (FCR). Is your contact center ready? Customer Satisfaction Scores (CSAT). The Future is Empathetic.

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Customer Service Call Center

Call Experts

First Call Resolution (FCR) : Measures the percentage of customer issues resolved in the first contact. Service Level Agreement (SLA) Compliance : Measures the percentage of calls answered within a specified timeframe as well as hold time and total calls received.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Boost your Contact Center's Key Metrics with Better Language Support

The GLOBO Blog

With the number of American customers speaking languages other than English increasing each year, callers who require additional language support impact a larger percentage of calls every passing day. First Call Resolution (FCR). Is your contact center ready? Customer Satisfaction Scores (CSAT). The Future is Empathetic.

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Amazing Business Radio: Jerry Campbell

ShepHyken

Top Takeaways: An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric. How do you make something simple?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.