Better FCR? 5 Call Center Solutions to Help Callers, First Time!
If you want to reduce call volume, improve CX, and make life easier for agents – FCR is almost certainly the place to start. First
If you want to reduce call volume, improve CX, and make life easier for agents – FCR is almost certainly the place to start. First
There are always new trends in the contact center. New tech, new strategies and – of course – plenty of ways to adapt to a
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact
When it comes to IVR, contact centers walk a fine line. On the one hand, it can be one of the fastest, cheapest and most
An API is an ‘Application Programming Interface’. Its purpose is to move data between different resources, letting those resources ‘talk’ to each other. APIs are
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call
In our last post on pre-emptive contact center services we made the case for… well, that. Pre-emptive services mean lower costs, fewer calls and better
Get enough data together, and your business can know customers better than they know themselves. For a contact center that means understanding the problems customers
Do you see a pressing need for more automation in customer service? It’s been the case for a while. But right now? I think we’re
We all know the term CSat (customer satisfaction), right? If you don’t use it (and you really should), you’ve probably heard about it before. However,