Callminer

JULY 18, 2019

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual conference AI day, Wednesday, July 24th.

Call flow 140

Call flow First call resolution Engineering Call Center 140

CSM Magazine

MAY 26, 2020

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency. REDUCE RESOLUTION TIMES – Arm your agents with actionable information.

First call resolution 52

First call resolution Customer Service Technology Personalization 52

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. If you are like many organizations, the answer is likely not complete enough. . Sentiment analysis is critical here.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Fonolo

JANUARY 17, 2023

Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

SEPTEMBER 28, 2021

Some examples of individual agent goals might include: Answer X number of phone calls per day. Finish X number of training webinars in Q1. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

NobelBiz

NOVEMBER 26, 2024

Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. Ideal Answer: The provider should offer updated training resources, regular webinars, and dedicated support for agent development. This transparency helps businesses plan budgets and avoid cost overruns.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

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. Use Advanced Analytics. Contact centers are all too familiar with the importance of measuring and tracking success.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

GetFeedback

JULY 19, 2019

Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

NICE inContact

SEPTEMBER 5, 2018

Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times. Register and attend this webinar to learn more about how quality can improve performance, including: What is the definition of contact center quality. The results are two-fold.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

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

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #3 of 3: Key Findings from “When, How and Why Customers Self-Help” Webinar .

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Transform the Contact Center with Microsoft Teams (blog Series).

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

teleopti

DECEMBER 16, 2019

It’s time for contact centers to utilize the predictive powers of analytics and machine-learning to enjoy a series of tangible CX benefits from increased first call resolution and NPS scores to effective employee engagement and reduced customer attrition rates. . What does 2020 have in store for you?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Calabrio

APRIL 26, 2016

So, measuring the time it takes an agent to get one customer off the phone so he or she can get on with the next customer call probably won’t encourage an agent to take whatever time might be necessary to ensure a smooth customer communication culminating in first call resolution.

Contact Center 56

Contact Center First call resolution Contact center software Metrics 56

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Register Now Learn more from Robin Gareiss, President and Founder of Nemertes Research about how Microsoft Teams and the Contact Center can benefit your organization in our upcoming webinar: Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. However, there is some really positive news coming out of the webinar I mentioned before. And it is a question that customer support professionals ask me most often.

Customer Support 78

Customer Support Banking First call resolution Self service 78

NICE inContact

NOVEMBER 8, 2019

You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. To learn more about improving the customer experience, check out our webinar on Digital-First Customer Service. When you use plain language across the customer journey, you’re offering better customer service.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

NobelBiz

AUGUST 22, 2023

Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%. Why Outbound Calls Don’t Always Connect? All our systems are reinforced through Amazon’s powerful AWS.

voip 98

voip Telecommunications Contact Center Contact center software 98

8x8

DECEMBER 3, 2018

Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills. Attend industry conferences and webinars to learn how your peers and competitors are improving customer service.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Vonage

MAY 23, 2017

Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure. Our upcoming webinar, “How Does your Contact Center Stack Up?”

Contact Center 48

Contact Center Benchmark First call resolution industry standards 48

NICE inContact

OCTOBER 30, 2019

Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS). The post Calling All Applicants for the NICE inContact CX Excellence Awards appeared first on NICE inContact Blog. Submit Application.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

CSM Magazine

NOVEMBER 24, 2022

Additionally, remote support can improve first-call resolution rates and single-visit resolutions, as well as remove barriers such as language and cultural differences that may have complicated communication in the past. To find out more, visit Streem or watch the on-demand webinar here.

First call resolution 52

First call resolution Call Center Customer Experience Customer Support 52

Spearline

NOVEMBER 12, 2018

In a panic, you call the number on the back of the card but the connection is so poor you end up shouting your card details down the phone in public. Call durations/handling times and first call resolution. What impact would that have on your customer experience? Customer experience.

First call resolution 40

First call resolution Outbound sales Airlines Chatbots 40

Verint

JULY 6, 2017

July 11; Online Webinar. July 12; Online Webinar. This webinar will focus on the “smart” aspects of serving customers effectively—such as personalizing customer interactions, removing data silos between channels and increasing first-contact resolution. July 26; Online Webinar.

Best practices 36

Best practices Employee engagement Analytics Feedback 36

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. What are some tips for effective inbound call center training? Content Marketing This strategy is all about creating and sharing valuable content that attracts potential customers to your website.

Call Center 52

Call Center Sales Inbound sales Upselling 52

Talkdesk

OCTOBER 20, 2016

You can also create collaboration through training — send agents to a professional networking event, have them listen to a webinar or take online courses together then participate in a discussion afterward. Host monthly meetings where everyone is encouraged to share positive and negative feedback and kudos with their colleagues.

Call Center 40

Call Center Morale call center software First call resolution 40

Pointillist

JULY 25, 2018

Operational Metrics: First Call Resolution (FCR). Training is most successful when conducted in-person but if that is not an option, a live webinar would work too. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Churn Rate.

Analytics 93

Analytics Government Metrics APIs 93

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: You need a next-generation solution that incorporates context from a customer’s other interactions. 2: Agents who have an end-to-end view of the customer journey.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: You need a next-generation solution that incorporates context from a customer’s other interactions. 2: Agents who have an end-to-end view of the customer journey.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Balto

DECEMBER 5, 2022

However, quality software for healthcare industry call centers is well worth the investment. While the initial and ongoing cost may seem daunting, you’ll quickly benefit from efficiencies like shorter call times and improved first-call resolution scores. Customer Reviews.

call center software 52

call center software Healthcare Call Center Contact center software 52

Hodusoft

FEBRUARY 29, 2024

As per data from Webinar Care, nine out of every ten customers expect interaction with brands across multiple channels. Having low visibility into essential data means operating in the dark when it comes to understanding the performance of your call center.

Call Center 52

Call Center Abandon rate Omni-channel support call center software 52