CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Their next goal was to identify root cause of customer effort and dissatisfaction. help finding a dentist 2.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Outsource Consultants

FEBRUARY 22, 2025

This program should cover your company’s values, brand voice, and customer service philosophy. Many successful companies conduct regular video conferences between onshore and offshore teams to foster personal connections and cultural understanding. What KPIs should businesses track for offshore call centers?

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

aircall

MAY 11, 2017

No one likes calling a support number and feeling like a problem being passed around like a hot potato. It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Effective call routing features can help your team boost their first call resolution rates.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

aircall

MAY 11, 2017

No one likes calling a support number and feeling like a problem being passed around like a hot potato. It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Effective call routing features can help your team boost their first call resolution rates.

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

aircall

NOVEMBER 4, 2016

They’ll be able to hold calls, warm transfer them, queue them, and communicate with each other through the same interface through which they handle calls. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

aircall

NOVEMBER 9, 2016

On premises: The features available are the ones all call centers expect and use daily: transfers, hold, waiting music, conferences, call logging, etc. There is no dearth of functionalities with an on premises call center. This way, your agents’ time is better utilized and first-call resolution increases.

call center software 82

call center software Call Center virtual call center voip 82

Callminer

JULY 23, 2019

Make sure to listen to calls. “Many contact centres will run a survey at the end of a call to formulate a Net Promoter Score (NPS), Customer Effort Score (CES) or to determine First Call Resolution (FCR). Employee and agent feedback should be a two-way street.

Best practices 140

Best practices Feedback Call Center Coaching 140