ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Clarabridge

MAY 30, 2017

hold times, call length, first call resolution) but fail to look at the experience holistically. Download the eBook to find out. With over 10 years of writing and editorial experience, her specialty lies in communicating the value of seamless customer experiences.

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Comm100

JUNE 5, 2018

First call resolutions will skyrocket when knowledge management systems are introduced to back chatbots or other AI variations. In conclusion, AI has massive potential but only as a tool to bridge the communication gap between customers and the company, and not necessarily managing the whole customer service department.

Contact Center 124

Contact Center Call Center Self Service Chatbots 124

Stella Connect

JUNE 28, 2018

Micro-coach and communicate with agents throughout the day, aiming for a 5:1 praise-to-criticism ratio. Check out two of our recent eBooks, “ How to Use Coaching and Training to Drive Contact Center Performance ” and “ Doing Contact Center QA the Right Way.”. Give agents “brand superhero” powers. Recognize and reward great service.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

Micro-coach and communicate with agents throughout the day, aiming for a 5:1 praise-to-criticism ratio. Check out two of our recent eBooks, “ How to Use Coaching and Training to Drive Contact Center Performance ” and “ Doing Contact Center QA the Right Way.”. Give agents “brand superhero” powers. Recognize and reward great service.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Responsetek

MAY 8, 2018

Communication with vital departments involved in the process ensured that every department was on the same page and knew what had to happen to fix the issues. An example of this customisation can be seen using first-call resolution (FCR). Download eBook. Industry Story – Front Line Engagement.

CEM 40

CEM Strategy Insurance Abandon Rate 40