2021 Communication Connections First Call Resolution 
Stella Connect
NOVEMBER 29, 2021
For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. #1: 5: Agent tone and communication style.
Uniphore
JANUARY 21, 2022
Promise fulfillment Healthcare consumers today not only demand fast, frictionless resolution to their requests; they also expect clear and timely post-call communications. Connect with one of our experts today. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?
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Stella Connect
DECEMBER 2, 2021
Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to learn more about what customers expect from customer service teams and how brands can improve the customer service experience in the new year. . Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK.
Magellan Solutions
AUGUST 13, 2021
Many call center companies in BPO Philippines focus on improving the skills of their agents this 2021. Technologies might be more efficient when it comes to solving tasks but they lack connection with their customers. So, the best way to improve this aspect of your call center operation is to provide training for your agents.
Stella Connect
SEPTEMBER 28, 2021
trillion in 2021, according to the National Retail Federation. Shopping centers reopened, and ecommerce continues to simplify the ability for any retailer to go digital and connect with customers. In 2021, an estimated 2.14 Once connected, the agent should provide an accurate and complete answer promptly.
GlowTouch
AUGUST 20, 2021
.” In this partnership, the GlowTouch client achieved a ten-fold increase in per-contact sales, along with improvements in first-call resolution (FCR) and customer satisfaction (CSAT). For that, IAOP is thrilled to congratulate GlowTouch as a recipient of the 2021 Excellence in Strategic Partnerships Recognition.”
ViiBE Blog
FEBRUARY 28, 2022
Live chat is a digital communication tool that allows users and their website customers to communicate in real-time. While emails and calls cannot provide adequate and fast solutions to customer problems, live chats do it so well that 79% of customers tend to favor them over any other way to connect with an expert.
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