Uniphore

JUNE 17, 2021

Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Uniphore

JANUARY 21, 2022

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. August 9, 2021. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. August 18, 2021. Thanks to the service recovery paradox , customers are often more satisfied after an issue is resolved than had they never experienced a problem at all. A quick post-call survey helps ViiBE track key performance indicators in real-time. 26 August 2021. 25 August 2021.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. Call Center , CRM , Customer experience. August 11, 2021. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. from 2021 to 2028 to reach USD 12.2 billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028.

Call Center 98

Call Center Software Contact Center Software Contact Center 98