Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

NOVEMBER 29, 2021

4: Personalized communication and resolution. #5: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. More than one third (35%) of US consumers and just under 3 in 10 UK consumers say they’re only willing to wait up to 5 minutes for customer service to respond. The good news?

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

Stella Connect

DECEMBER 15, 2021

According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. This is the percentage of customer service calls that get resolved on the first attempt.

Customer Service 67

Customer Service Self Service Banking Culture 67