BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands? But that’s shifting—and fast.
NobelBiz
FEBRUARY 27, 2024
Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Quality Contact Solutions
MAY 4, 2021
KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.
Inbenta
FEBRUARY 20, 2020
Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Reducing the average call time on first contact. Savings = (Cases per month * Cost per case) * (Improvement / Talk time for first contact). Increasing the first call resolution rate.
ProProfs Blog
OCTOBER 13, 2020
In that case, it is important to understand what first contact resolution means for your business, its importance, and how you can improve it successfully. What is First Contact Resolution? Why a high first contact resolution rate may not be good? Don’t worry, we’ve got your back.
Comm100
OCTOBER 16, 2018
LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social. Driving this is a seismic shift in customer expectation: 70% of customers have high expectations for First call resolution (FCR), while 64% demand a low- to no-friction experience.
Talkdesk
OCTOBER 11, 2018
For many emerging B2C businesses, the key differentiator is the customer experience; businesses that leverage AI to enhance their customer interactions are gaining a significant edge over their competitors. The voice channel remains the most prominent and important interaction to shape the customer experience.
Expert insights. Personalized for you.
62 
Let's personalize your content