Benchmark, Caller satisfaction and outsourcing

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Benchmark

Caller satisfaction

outsourcing

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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. Nathan Sansby @FMOutsource.

Call Center

Call Center Metrics Contact Center Wait times

6 Secrets for Boosting Customer Satisfaction in the Contact Center

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

Contact Center Caller satisfaction Benchmark Call Center

Customer Contact Central

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

6 Secrets for Boosting Customer Satisfaction in the Contact Center

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