First call resolution Multi-channel support Video 
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.
Hodusoft
JANUARY 1, 2024
Talking about the role that contact center software plays in enabling virtual banking, here are some of the key aspects: Improved Customer Engagement Contact center software often comes equipped with various advanced features like instant messaging, chat, video calls, and more.
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Hodusoft
JUNE 27, 2024
Here the first call resolution ( FCR ) metric plays an important role. With an omnichannel approach, contact centers can handle customer queries via their preferred channels like voice, video, text, SMS, email, and social media. This can help enhance FCR as goals can be assigned for each channel.
Hodusoft
JUNE 7, 2024
The channels typically comprise: Phone calls Emails Live chat Social media platforms SMS/text messaging Video calls 4. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.
ProProfs Blog
JULY 29, 2020
8 Strategies to Improve Call Center Customer Experience. Personalize Every Single Call. Improve First Call Resolution (FCR). Consistently Train Your Support Squad. Emphasize Call Flow Management. Improve First Call Resolution (FCR). Table of Contents [ Hide ]. Reduce On-Hold Time.
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