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

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

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.

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

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.

Contact center software 52

Contact center software Banking Contact Center Finance 52

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.

Best practices 52

Best practices Call Center Omni-channel support Management 52

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.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128