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First Call Resolution Ideas

Callminer

Improvement strategies targeting everything from internal business operations to technological integrations can have a powerful effect on your first call resolution rate. Read on to discover some of the things that you can do to directly improve your first call resolution rate. Tracking Ideas. Cooperation.

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Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs. The Power of Visual Automation.

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Call Center Metrics Best Practices

Callminer

If you have noticed issues among your agents with fulfilling necessary quotas or requiring multiple calls to resolve issues, then it may be helpful to capture the following metrics: First Call Resolution. This paints a clearer picture of your call center staff’s overall competence. Automation.

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9 Critical Contact Center Trends for 2018 [White Paper]

Fonolo

First Call Resolution (FCR) is one of the most commonly watched call center metrics. According to the State of Customer Service , the main objective for customer experience leaders will be to deliver an ‘effortless’ multi-channel experience. Which Topics Are Most Important for Your Customer Service Department in 2017?

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Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. it also reduces time to speak with industry peers, to attend conferences or seminars. These examples of conflicted objectives are frequent occurrences in contact centers today.

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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management.

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Scheduling Software for Call Centers: Buying Tips & Best Practices

Callminer

.” – The Value of Call Center Scheduling Software , 8×8; Twitter: @8×8. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.