CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Whats the Confusion? Lets clear it up.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

TeleDirect

MARCH 9, 2025

Better First Call Resolution (FCR) Shorter wait times lead to faster problem-solving. Well-trained agents handling inquiries efficiently reduce repeat calls. Prioritize VIP customers or urgent inquiries for faster resolution. Reduce misdirected calls that waste both customer and agent time.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 14, 2025

A well-structured call center operation ensures seamless communication, efficient problem resolution, and customer satisfaction. By implementing best practices, businesses can improve their first-call resolution (FCR), reduce wait times, and enhance overall customer engagement. Call abandonment rates.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Hodusoft

JANUARY 1, 2024

There has been a rise in the demand for self-service options, catering to customer preferences. Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. These channels generally include phone, chat, email, and social media.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Hodusoft

JUNE 27, 2024

Here the first call resolution ( FCR ) metric plays an important role. It is an in-depth measurement used by contact centers to understand multiple aspects, from customer satisfaction to the customer service team’s skills. About 44% of customers become annoyed or angry when they wait on hold for 5-15 minutes.

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. It is an excellent way to assess call center operations and agent effectiveness. Working on customer feedback Implementing multi-channel support Improving products and services 4.

Best practices 52

Best practices Call Center Metrics call center software 52