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6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

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!

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

Callminer

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.

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10 Tactics To Improve CX Through Contact Center IVR Messaging

NobelBiz

According to a study, 62% of customers prefer to contact with businesses via email for customer support. 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.