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A robust CCM solution should support omnichannel communication, ensuring you deliver a consistent, personalized experience across all touchpoints. How does the vendor plan to accommodate regulatory changes such as GDPR, HIPAA, or new industrystandards? It should streamline customer communication and team collaboration.
Multimedia support: Send MMS, including images, videos, and documents, easily. Message templates: Create and use standardized messages for consistency. Multi-channelsupport: Manage texts alongside other communication channels in one platform.
With so many customers valuing first-call resolution ( FCR ), the industrystandard of 75 percent feels inadequate. Nowadays, a majority of people have easy access to multiple communication channels and they use those to communicate with businesses.
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, industrystandards, and implanting required solutions for improving the overall call center performance.
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industry standards 
40 
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