Stella Connect
JANUARY 31, 2018
Second, customer satisfaction (CSAT) takes a huge hit each time a customer must call back get an issue resolved. This negatively impacts two big revenue drivers: sales opportunities through the contact center, and customer lifetime value.
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. FCR also affects other critical call center metrics.
CSM Magazine
DECEMBER 12, 2019
in 2016 and dipping well below 40% (36.7%) in 2018. This means the purchase can be completed during the call or chat, saving the customer the hassle of ringing a different number or visiting a website (with the risk of losing the sale). in 2012 to a high of 55.4%
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