Fonolo

FEBRUARY 2, 2023

Let’s explore some of the benefits you can expect from an automated call center. How Automation Can Benefit Your Call Center Improve first call resolution First call resolution, or FCR, is one of the most common KPIs in the contact center.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. The most successful contact centers take it further.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

SharpenCX

AUGUST 21, 2023

First, assess what a “good” first impression means to you and your customers. Fast resolution times? Then, make it SMART by setting smaller goals and adding in KPIs and parameters: “Increase first call resolution by X% within Y [days, months, years].” Consistent, branded messages? Friendly agents?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. It always keeps changing because of updates.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. The most successful contact centers take it further.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). According to CXtoday , around 60 percent of contact centers believe the cloud has increased employee engagement and job satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

NOVEMBER 17, 2020

2) The Cloud Will Reign Supreme. The Cloud Contact Center is predicted to become the number one platform of choice for many businesses in 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176