Fonolo

AUGUST 24, 2017

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. Understanding Industry Benchmarks. Understand Your Customers’ Expectations. Plus So Much More!

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Operational efficiency, particularly focusing on caller forecasting.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Vonage

MAY 8, 2017

Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. Make sure you’re hiring the right people (at the right time).

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

Bruce Belfiore, CEO and Senior Research Executive of Benchmark Portal, thinks it’s oftentimes overlooked and combined with proper coaching, it will significantly improve the communication outcome. The next step is to submit a caller satisfaction survey to collect feedback on your voice response and enhance it over time.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52