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. DID YOU KNOW?

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Hodusoft

SEPTEMBER 4, 2024

First Call Resolution Rate When customers call e-commerce companies, they want the agent to resolve their issues or queries in the first call itself. But how many e-commerce companies manage to provide the desired first-call resolution to their customers?

call center solutions 52

call center solutions Call Center Sales call center software 52

Hodusoft

OCTOBER 23, 2020

. · ROI or return on investment can also be improved in delivering a fluent experience with an improved first call resolution rate with agents. Also, advantages like upselling opportunities and cross-selling are offered by video conferencing. . Ultimately, this helps in co-browsing and guest lectures. · Wrapping up.

Contact Center 52

Contact Center Contact center software First call resolution Upselling 52

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Analytics 98

Analytics Call Center Contact center software Scripts 98

NobelBiz

SEPTEMBER 26, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz If you’re planning to step up your customer service and loyalty as a call center, we highly recommend this podcast episode: Master Call Center Customer Service in the Digital Age, with Jim Iyoob.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Hodusoft

JULY 24, 2024

Cross-selling and Upselling Cross-selling means selling related or supplementary products to customers. Upselling means selling a higher-end version of a product they intend to buy or have already bought. Both cross-selling and upselling strategies involve selling to an existing customer.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

NobelBiz

FEBRUARY 14, 2023

Additionally, by using CRM to analyze customer data, contact centers can identify new sales opportunities and cross-selling and upselling opportunities. Calculate the FCR rate by taking the number of customer issues resolved during the first call, and dividing it by the total number of calls received.

CRM 52

CRM Contact Center Metrics Benchmark 52