Uniphore
JUNE 17, 2021
Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.
Stella Connect
NOVEMBER 29, 2021
4: Personalized communication and resolution. #5: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Increasing First-Call Resolution Rate . Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 5: Agent tone and communication style.
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Uniphore
JANUARY 21, 2022
By automating the bulk of manual work—and improving its accuracy—Uniphore’s solution was able to increase first call resolution (FCR) and satisfaction rates and save the organization $6 million annually. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?
NICE inContact
OCTOBER 30, 2019
Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS). The post Calling All Applicants for the NICE inContact CX Excellence Awards appeared first on NICE inContact Blog. Submit Application.
ViiBE Blog
AUGUST 9, 2021
ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. August 9, 2021. Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers.
Stella Connect
DECEMBER 2, 2021
Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 4: Personalized communication and resolution. #5: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK.
Stella Connect
DECEMBER 15, 2021
Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. ONLY 14% of US and UK consumers say they’re willing to wait up to 15 minutes.
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