Global Response

FEBRUARY 17, 2025

Analyzing these patterns by demographic or particular trends can help you find the cause of the issue for swift resolution. Aligning VoC insights with call center KPIs (First Call Resolution, CSAT) Analyzing your VoC customer service success includes targeting specific key performance indicators.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

NOVEMBER 3, 2016

To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. If you structure your support funnel to encourage phone calls for more serious or complex issues, you can strive to fix them on the first call. But in fact the phone channel should be more than that.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

Fonolo

JANUARY 11, 2022

Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. NOTE: The following information is excerpted from Call Monitoring Software: Buyer’s Guide via SoftwareAdvice.com. and the Office of the Mayor of Taipei. branch of a German consumer products manufacturer.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Outsource Consultants

JANUARY 27, 2025

The Philippines: A Call Center Powerhouse Rapid Industry Expansion The Philippine BPO sector has experienced explosive growth over the past two decades. In 2013, BPO revenue rose to $15.5 This growth trajectory has positioned the Philippines as a top destination for companies seeking high-quality call center services.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122