TechSee

NOVEMBER 27, 2018

In contact centers, AR technologies empower agents to visually interact with customers as ‘virtual technicians,’ increasing efficiency, reducing drain on resources, improving contact center KPIs and enhancing CX through personalized and visual guidance. The post Infographic – AR in Customer Service appeared first on Techsee.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Verint

SEPTEMBER 29, 2017

For example, many contact centers cite average handle time or first-call resolution as measures of success. When we looked at our customer data, we knew that what’s important to our customers within our particular business model is issue resolution time. We don’t use either of those metrics.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Alliance by IFS

APRIL 18, 2016

Improving first-call/visit resolution rates can be challenging and frustrating for field service organizations, because there are so many factors and variables that prevent technicians from completing a repair on the first visit. We recently held a webinar in conjunction with RTM Consulting.

First Call Resolution 50

First Call Resolution Infographics Call Center Fashion 50

Clarabridge

AUGUST 15, 2017

Minimize or eliminate manual call disposition and avoid the expensive post-call work. Call center agents are often forced to choose a single disposition code, even if customers have several questions. They retrained agents on tax issues to increase first call resolution and shorten call duration.

Contact Center 45

Contact Center Self Service Multi-Channel First Call Resolution 45