Clarabridge

MAY 30, 2017

hold times, call length, first call resolution) but fail to look at the experience holistically. In this report, the Temkin Group walks organizations through the journey of unearthing actionable insights that drive results. Download the eBook to find out. Closing the loop is easy.

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Responsetek

MAY 8, 2018

Create a reporting framework for the continuous monitoring of customer experiences, enabling consistent customer satisfaction. An example of this customisation can be seen using first-call resolution (FCR). Service & Support: First call resolution (FCR), NPS®/advocacy, agent utilisation rates.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Stella Connect

JANUARY 25, 2018

According to a 2009 Booz & Company report , customer feedback is “one of the largest untapped resources for companies”—a veritable gold mine of business intelligence. We describe how the process works in our recent eBook, “ Doing Contact Center QA the Right Way.”). Nearly a decade later, few brands have moved to capture that value.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. Before ViiBE, I worked as a Telecom business engineer for the Orange Business Service account in Paris.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Pointillist

JULY 25, 2018

Milestones include when a User starts thinking in terms of journeys, can discover journeys on their own, and is able to report on desired metrics within the customer journey analytics platform. Operational Metrics: First Call Resolution (FCR). Here are a few to get you started: Customer Journey Analytics 101 (eBook).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Milestones include when a User starts thinking in terms of journeys, can discover journeys on their own, and is able to report on desired metrics within the customer journey analytics platform. Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43