Remove Agent burnout Remove First call resolution Remove Video
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Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

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.

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How to Properly Scale a Distributed Team

aircall

Occasional audio or video meetings can help overcome this barrier. For example, if you have limited staff to handle calls that require technical assistance or other expertise, inbound call agents should know that their role in first-call resolution helps reduce the number of calls that require a higher level of assistance.

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Call Center Analytics: How to Analyze Call Center Data

Balto

Call center analytics involves the systematic collection, processing, and interpretation of data generated within a contact center. But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights.

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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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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.