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. Two examples of tools that help reduce Agency Redundancy Rate are Zendesk and Intercom.

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. Our Salesforce integration for example automates the outbound calling process, making agents more time efficient. Make sure you’re hiring the right people (at the right time).

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

Besides that, your callers might get lost, which usually leads to them giving up. For example: “For Customer Service, Press 1”, not “Press 1 for Customer Service.” For example, you may better modify your resources by talent or by a types of complaints based on the priority concerns raised via your IVR menu.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52