NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. How to boost your First Call Resolution in 9 easy steps?

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

SEPTEMBER 26, 2023

According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. It reduces call handling times as agents have relevant information readily available, minimizing the need for extensive probing.

System 59

System Customer Experience Call Center Contact Center 59

NobelBiz

AUGUST 11, 2022

Customer engagement in call centers has expanded beyond the phone with the introduction of digital communication channels in the contact center sector (Facebook, Twitter, webchat, etc.). Using a CCaaS solution to provide omnichannel communication is handy for your consumers and is also advantageous for your agents.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

CSM Magazine

AUGUST 25, 2021

The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. Customers demand immediate and accurate resolutions to their problems, and at times, agents succumb to this pressure in the absence of proper and organised information.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

Magellan Solutions

JULY 5, 2021

After customer service outsourced to the philippines , the first 90 days provided the following results: First Call Resolution (FCR) increased to 93%. 90% of calls answered within 10 seconds or less. Outsourced agents are able to resolve 93% of e-commerce customer support issues on first contact.

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52