Talkdesk
SEPTEMBER 27, 2017
In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. In an economy where customers have a lot of product options, a personalized touch can make all the difference.
Stella Connect
JANUARY 31, 2018
First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. Maybe you’ve never measured it.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?
Magellan Solutions
OCTOBER 8, 2018
In 2016, the industry has reached $25 billion in revenue, accounting to more than 15 percent of the overall global outsourcing industry. Outsourcing Tech Support In The Philippines. The IT-BPM industry in the Philippines grows every year. Rappler has reported back in 2014 that it will reach $48 billion by 2020.
CSM Magazine
DECEMBER 12, 2019
With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. in 2016 and dipping well below 40% (36.7%) in 2018. in 2012 to a high of 55.4%
Expert insights. Personalized for you.
40 
Let's personalize your content