Magellan Solutions

AUGUST 16, 2021

If there are simple clerical tasks that customers can complete themselves via touch-tone options, make these a highly accessible part of your IVR call flow. This reduces inbound call volume arriving at your agents’ phones, and allows them to focus on more complex customer tasks and services. Focus on FCR.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Furthermore, the advent of IA technologies currently provides solutions that ease qualifying and resolution work by recommending categories and solutions. First Call Resolution ( FCR) First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Furthermore, the advent of IA technologies currently provides solutions that ease qualifying and resolution work by recommending categories and solutions. First Call Resolution ( FCR) First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

MAY 9, 2023

Answering machine detection is adjustable to either disconnect a call or drop a pre-recorded voicemail. Abandon Rate must be monitored as progressive dialing does not measure agent or customer statistics. Not having a proper call-back infrastructure: Take the time to work out the call flow of inbound calls.

Call Center 98

Call Center Software Contact Center Software Contact Center 98