The First Contact Resolution rate can impact your bottom line more than any other KPI. It is difficult to measure quantitatively and agents may not be able to self-report first-contact resolution. Surveying customers to determine resolution rates
Customer care services have been used by many businesses across the globe. It’s happened many years before, but the technology behind it has evolved. It appears as if contact center sales continue in an age of messaging
A customer service agent who is successful understands the importance empathy. It is important that you use a calm, sympathetic tone when dealing with customers who are upset. You should also avoid using heavy language. You can
A high alw average is indicative of a low-performing call center. The best call availability KPI is the amount of time it takes to answer each customer’s phone call. Generally speaking, a high ASA means that your
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