Remove First Call Resolution Remove Social Media Remove Wait Times Remove White Paper
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15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements

NobelBiz

Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction.

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One and Done: How to Optimize Your First Contact Resolution Rate

Comm100

You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. Frustrated, you hang up.

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