Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. But contact centers are not built to serve managers, they are built to serve customers.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

CSM Magazine

SEPTEMBER 10, 2018

A quick first response lets the customer know that their issue is being looked into. This metric influences your customer rating and company score on customer satisfaction. Limitations: There are two ways to improve the first response time but each comes with a drawback. This lets the agent give the first response quickly.

Omni-Channel 40

Omni-Channel Metrics Self Service Customer Service 40