TechSee

NOVEMBER 27, 2018

AR remote assistance has been proven to increase First Call Resolution by 20% and decrease the need for technician dispatched by 17%. The post Infographic – AR in Customer Service appeared first on Techsee. Self Service.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Provide Support

SEPTEMBER 7, 2015

Low first call resolution rate. Statistically , if customers get a solution to their problem in the first call, 92% are likely to continue using the company, 86% are likely to recommend the brand, 88% are likely to spread positive word of mouth about the brand. Delayed response. Nobody likes waiting.

Customer Service 40

Customer Service First Call Resolution Customers Infographics 40

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. They always ask the question: “Is this what our customers want?”

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Alliance by IFS

APRIL 18, 2016

There are ways to improve first-call resolution rates, but they require a shift in strategy and an investment in work order, dispatch, and scheduling automation solutions. For more information about the strategies and technologies that will help you improve first-time fix rates, access the webinar here.

First Call Resolution 50

First Call Resolution Infographics Call Center Fashion 50

Clarabridge

AUGUST 15, 2017

One bank that uses the Clarabridge solution found their customer data showed that call volume was highest during tax season. They retrained agents on tax issues to increase first call resolution and shorten call duration. The post 5 Ways to Cut Costs in the Contact Center appeared first on Clarabridge.

Contact Center 45

Contact Center Self Service Multi-Channel First Call Resolution 45