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

Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. Ovum reports that agents today are facing increased complexity.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field. Your call center is your defense.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98