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. What Unresolved Customer Issues Are Costing You. “FCR How Should First Call Resolution Be Measured? What were you left to do?

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Magellan Solutions

OCTOBER 8, 2018

In 2016, the industry has reached $25 billion in revenue, accounting to more than 15 percent of the overall global outsourcing industry. Though most customer service, especially the ones dealing with information of customers have a certain risk involved, the tech support should be inspected twice.

e-support 40

e-support Government Call Recording Hotels 40

CSM Magazine

DECEMBER 12, 2019

in 2016 and dipping well below 40% (36.7%) in 2018. Cheaper to implement than almost any other option, it offers high levels of customer service but is inherently unreliable and depends on agent compliance with the process. in 2012 to a high of 55.4%

Contact Center 52

Contact Center Call Center Call Recording Report 52

Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc. Source: 2017 HDI Metric of the Month.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74