Magellan Solutions

JUNE 15, 2021

AIs are slowly replacing live operators in the call center operations. The current turnover rate is a call for action since having unlimited manpower is useless if agents can only stay for a couple of years. A call center company with a high attrition rate will experience an inevitable disruption of their productivity. .

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Bold360

NOVEMBER 25, 2019

Customers expect agents to have all the answers even as technology, products, solutions, and engagement channels get more complex. Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this. For LogMeIn, like so many companies, customer retention is huge.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98