Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

OCTOBER 26, 2022

Other ways to inspire intrinsic motivation include self-improvement and educational opportunities, as well as software to enable quicker wins. Fonolo’s Voice Call-Backs reduce abandonment rates by 60%. 5 Ways to Motivate Call Center Agents. Recognize your call center agents’ performance with: Promotions. DID YOU KNOW?

Call Center 142

Call Center Abandon rate Education Contact Center 142

Call Center Weekly

FEBRUARY 23, 2018

Diana Aviles is an Operations Manager with more than 5 years of Quality Assurance experience in a call center environment. Diana's objective is to simultaneously promote and educate the world of Speech Analytics with a human touch; one which further emphasizes the importance of First Call Resolution and overall customer experience.

Interactive Voice Response 136

Interactive Voice Response First call resolution Call Center Analytics 136

Call Center Weekly

JANUARY 29, 2018

Diana Aviles has more than 5 years of Quality Assurance experience in a call center environment. Her objective is to simultaneously promote and educate Speech Analytics with a human touch; one which further emphasizes the importance of First Call Resolution and overall customer experience.

Analytics 136

Analytics First call resolution Accountability outsourcing 136

Call Center Weekly

OCTOBER 10, 2017

Operations Manager, Speech Analytics With more than 4 years of Quality Assurance experience in a call center environment, Diana's objective is to simultaneously promote and educate the world of Speech Analytics with a human touch; one which further emphasizes the importance of First Call Resolution, and overall customer experience.

Analytics 136

Analytics Call Center First call resolution Scripts 136

Uniphore

DECEMBER 14, 2021

. “For organizations looking to reduce call volumes, augment human agent workloads, faster wrap-up, and improve first-call resolution, Uniphore’s AI/ML services are valuable tools to improve customer experience.” ” About Uniphore Uniphore is the global leader in Conversational Automation.

Customer Experience 105

Customer Experience First call resolution Enterprise Upselling 105

Monet Software

JUNE 10, 2021

Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results. Others need flexibility in a life that includes competing obligations to family, educational pursuits, or maybe an after-work soccer team. 5 Offer Stability and Flexibility.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Tethr

JANUARY 19, 2023

Learn how BCU + Tethr was able to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.

First call resolution 63

First call resolution Education Self service 63

Call Center Weekly

JULY 19, 2018

In past when I called Customer Service, I didn’t have to wait on hold, speak to multiple people, be transferred several times, nor repeat my story over and over again.

Call Center 136

Call Center First call resolution Advertising Interactive Voice Response 136

Call Center Weekly

MAY 7, 2018

Diana Aviles is an Operations Manager with more than 5 years of Quality Assurance experience in a call center environment. Diana's objective is to simultaneously promote and educate the world of Speech Analytics with a human touch; one which further emphasizes the importance of First Call Resolution and overall customer experience.

Analytics 120

Analytics First call resolution Technical Support Education 120

Uniphore

NOVEMBER 19, 2021

Contact centers have the same goals and challenges around first call resolution and customer wait times as they always have. They will also help customers get better outcomes with self-service options. . Contact Center Leaders are Embracing Change at Record Pace. But there is a new set of challenges as well.

Customer Experience 105

Customer Experience First call resolution Contact Center Wait times 105

HGS

SEPTEMBER 6, 2017

For most patient contact centers today, efficacy is measured using quantitative benchmarks—how fast calls are answered, the rate of first-call resolution, the number of agent-to-agent transfers, and so on. Education and patient record materials in the system’s EHR and patient portal.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Outsource Consultants

JANUARY 27, 2025

Highly Educated Workforce The Philippines boasts a highly educated workforce. This educated talent pool ensures that Philippine call centers provide knowledgeable and capable agents who handle complex customer inquiries across various industries. Partnering with a Philippine call center led to a dramatic turnaround.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 5, 2025

To measure goals like these, you must identify specific key performance indicators (KPIs)such as the percentage of conversations where a customer is likely to churn, first call resolution rate , or CSAT scores and make sure the insights found are aligned with your business objectives.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Outsource Consultants

FEBRUARY 22, 2025

Skilled and Diverse Workforce The strength of Bangalore’s call centers lies in their access to a large pool of highly educated, English-proficient professionals. The city’s numerous educational institutions produce over 500,000 graduates annually (many well-versed in technology and possessing strong communication skills).

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Nicereply

MARCH 23, 2021

Jeremy Watkin – Director of Customer Experience at First Call Resolution, and founder of the Customer Service Life blog. Greg Ortbach – CX Evangelist and co-host of the #custserv Twitter chat. Frank Eliason – Author of At Your Service and customer service consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Outsource Consultants

APRIL 1, 2025

Skilled and Diverse Workforce South Africa boasts a highly educated workforce proficient in English, with a neutral accent preferred for customer interactions. This alignment stems from shared historical ties, similar educational systems, and exposure to Western media. In short, youre not choosing between cost and quality.

Call Center 67

Call Center outsourcing Government Education 67

ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

First call resolution 70

First call resolution Best practices Upselling Education 70

Calabrio

APRIL 8, 2025

Optimize Agent Performance, Coaching, and Quality Management Traditional KPIs like average handle time (AHT) or first-call resolution (FCR) don’t always paint a complete picture. A longer call, for instance, might represent an agent skillfully handling a complex issue, resulting in high positive sentiment.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Callminer

FEBRUARY 21, 2018

But no matter how your contact center is configured, there are a number of vital considerations to take when purchasing call center software. TechnologyAdvice is dedicated to educating, advising, and connecting buyers and sellers of business technology. TechnologyAdvice. Technology_Adv.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Blueship Call Center

AUGUST 22, 2023

increase your revenue Finally, by enhancing KPIs like first-call resolution, average handling time, and customer happiness, customer service providers may collaborate with you to earn money through your customer care operations. You’ll be able to advance and maintain an advantage over the competitors as a result.

Customer Care 73

Customer Care outsourcing Average Handle Time Call Center 73

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Both QA team members and agents need thorough education on quality standards and evaluation processes.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Tethr

JUNE 29, 2018

Watch this recorded webinar featuring Tethr customer Tyler Dowd, Director of Member Services Enterprise at BCU and Tethr to learn how BCU was able to use Tethr to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.

First call resolution 48

First call resolution Education Self service Enterprise 48

BlueOcean

JULY 3, 2019

The best agents are educated, have great communication skills, want to do meaningful work for great brands, and are pumped up about the opportunity to make a difference in people’s lives. And this workforce is also well-educated – over 70% of adults in Halifax have post-secondary education. in Halifax, Nova Scotia, for example.

Customer Service 63

Customer Service outsourcing Contact Center Education 63

Outsource Consultants

APRIL 9, 2025

How AI Transforms Philippine Call Centers Supercharging Customer Service AI-powered tools in Philippine call centers have dramatically improved performance metrics, including higher first-call resolution rates. This initiative aims to equip employees with AI skills by the end of 2025.

Call Center 67

Call Center outsourcing Chatbots Analytics 67

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the utmost attention.

First call resolution 49

First call resolution Scripts Call Center Feedback 49

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! Transform your Contact Center with Microsoft Teams. The tools are here. Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Outsource Consultants

FEBRUARY 28, 2025

The American-based education system in the Philippines has cultivated a workforce with neutral accents and a deep understanding of Western culture. Initiatives like the Philippine Development Plan 2017-2022 have prioritized infrastructure development and educational programs tailored to the needs of call centers.

outsourcing 67

outsourcing Call Center Government Consulting 67

Fonolo

MARCH 4, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). Top related content: How to Reduce Hold Time in Your Call Center. And it’s working.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Outsource Consultants

FEBRUARY 9, 2025

For example: A leading e-commerce retailer reduced service costs by 50% while increasing first-call resolution rates. Ask about the call center’s recruitment process and ongoing training programs. Look for centers that use call monitoring, regular performance evaluations, and customer satisfaction surveys.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

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

NICE inContact

APRIL 13, 2016

Supervisors can provide immediate feedback or acknowledge a successful call quickly – when it is most relevant. Do you know your first-call resolution (FCR) rate? Live monitoring provides a real-time view of the agent’s desktop and conversations with customers.

Contact Center 69

Contact Center Management At home agents Coaching 69

Expivia

APRIL 1, 2021

Most companies put all their education (Notice we said Education, not Train, you TRAIN animals…you EDUCATE people) in how to run a specific program, skill, or channel. Most companies want to educate as fast as they can so they can have reps producing as quickly as possible even to the detriment to their client or customer.

Customer Service 52

Customer Service Education Self service Call Center 52

Outsource Consultants

FEBRUARY 16, 2025

Many businesses see cost reductions alongside improvements in key performance indicators like customer satisfaction and first-call resolution rates. The city boasts robust fiber-optic networks, redundant power systems, and cutting-edge call center technology.

Call Center 67

Call Center outsourcing First call resolution Consulting 67

BlueOcean

SEPTEMBER 10, 2024

Labor Market Describe your primary labor market including post-secondary education rates and unemployment rates. What percent of agents have some post-secondary education? Reporting In this section, you want to find out how the vendor measures their call quality and what measurements they have used in the past.

Contact Center 62

Contact Center outsourcing Employee engagement Average Handle Time 62