Talkdesk

MARCH 24, 2020

Rather than spending valuable time hunting for information, agent assistants transcribe calls in real time, identifying key words and phrases that generate knowledge base article recommendations to agents, helping them provide answers to customers’ requests faster and more effectively. appeared first on Talkdesk.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

VDS

SEPTEMBER 28, 2023

Preparation for Migration Before you migrate your contact center to Genesys Cloud, it’s important to prepare your infrastructure, set migration goals, and plan a migration roadmap. Assessing Your Current Infrastructure The first step in preparing for migration is to assess your current infrastructure.

Contact Center 52

Contact Center Strategy Roadmap System 52

NobelBiz

DECEMBER 11, 2023

Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. It ensures calls are directed to the right destination within your organization. IVRs are the initial point of interaction, presenting options to the caller for a personalized experience.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

SurveySparrow

JANUARY 23, 2019

For a live phone call with a customer service executive or for live chats, the customer’s issue is ‘resolved’ if they get the answer before they hang up the phone or end the interaction. When you have a higher first call resolution rate, it means that you are able to satisfy your customer in the first instance of contact.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

ViiBE Blog

AUGUST 18, 2021

Thanks to the service recovery paradox , customers are often more satisfied after an issue is resolved than had they never experienced a problem at all. A quick post-call survey helps ViiBE track key performance indicators in real-time. The customer success cycle is the roadmap to achieving this goal.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

NobelBiz

FEBRUARY 27, 2023

FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Pointillist

JULY 25, 2018

Build a Roadmap for Future Improvements Stimulate discussion on the next round of marketing or CX improvements by building a Journey Atlas that shows all your key customer journeys. This will bring visibility, support, and hopefully more budget.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43