TechSee

NOVEMBER 27, 2018

This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Contact Centers. AR remote assistance has been proven to increase First Call Resolution by 20% and decrease the need for technician dispatched by 17%. Field service.

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

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. 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