NICE inContact

OCTOBER 17, 2019

Call recording? Start with aligning your agents on who solves given scenarios the best, then look at which channels they would be comfortable supporting – conduct interviews with your team and understand their challenges today. . What technologies exist today?

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. Whether it’s a phone call, this metric shows how many support requests are resolved right away. How to evaluate call center agent performance?

Metrics 52

Metrics Contact Center Management Call Center 52

Inbenta

MAY 7, 2021

Take a look at customer feedback, online reviews, and data on customer retention. You can use technology to monitor performance, while feedback from high-performing agents can be used to help those struggling to keep up. In e-commerce it can be harder to build a relationship with customers because there’s no face-to-face interaction.

Customer Service 116

Customer Service Social Media How To Software 116

NobelBiz

MARCH 21, 2023

Why was the call routed to the incorrect division? Review call records and logs. Consult with your call center agents and supervisors. Determine why customers are calling back To enhance the rate of first-call resolution, the first step is to discourage customers from calling back.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

NobelBiz

JULY 26, 2022

The benefits of call scoring for brands and call centers Even if they are difficult to measure, the benefits of scoring are undeniable. Brands can determine whether or not the people who clicked on an e-mailing campaign truly correspond to the intended audience. Call scoring: How to use it to improve agents’ performance?

Call Center 52

Call Center Effort Score Contact Center Telecommunications 52

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

Engagement 67

Engagement Customer Experience Contact Center e-support 67