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. Educating on self-service results in a better customer experience.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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. Understand Your Customers’ Expectations. Understanding Industry Benchmarks.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

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. Is silo mentality hurting your customer experience?

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52