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. Understanding the types of calls you receive will increase your effectiveness with hiring, training, and staffing.

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. Offer Training and Professional Development. Understanding Industry Benchmarks.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Vonage

MAY 8, 2017

Create the right ethos through comprehensive training. Training is one of the main differentiating factors between service businesses that are scalable and those that are not. Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

In that regard, empathy training plays a key role for agents. If you want a deep dive into empathy training for agents and why it is so important in terms of managing the call and the customer contact. Check out our podcast episode on “ Call Center Empathy Training – How to Do It Right “.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52