NICE inContact

NOVEMBER 8, 2019

When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. just one second, please.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

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

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Only about a third of consumers are happy with their last interaction.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122