Stella Connect

JANUARY 31, 2018

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. Contact the same brand channel again, or multiple channels? What Unresolved Customer Issues Are Costing You. per call, for a total of 1.25

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

CSM Magazine

DECEMBER 12, 2019

In today’s increasingly cashless society, customers rely more and more on using credit and debit cards for payments. in 2016 and dipping well below 40% (36.7%) in 2018. Many contact centers do not require a full audit with a QSA and self-assessment questionnaires are becoming far more popular. But how secure are they?

Contact Center 52

Contact Center Call Center Call Recording Report 52

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74