Global Response

MARCH 26, 2024

At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. Yet many companies struggle with low first call resolution (FCR) rates. How can you improve FCR rates and retain satisfied customers? Enhance agent training and knowledge.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Callminer

AUGUST 1, 2017

“One of the most important aspects of a call center is that phone traffic flows correctly…”. Nothing slows down the efficiency of a call center more than poor call traffic distribution. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

SharpenCX

MAY 6, 2021

Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. Customers cited a lack of agent empowerment as one of their main sources of customer rage in 2020. That’s right.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Balto

JANUARY 3, 2025

Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher. Customers today expect excellent customer service at every touchpoint, from phone calls to social media interactions.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 2, 2025

The most successful call centers dont just aim to handle more customer calls; they focus on delivering meaningful outcomes at scale. A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52