[Video] One Contact – One Channel and Why it Matters
OCR is defined as the percentage of customers who successfully resolve an inquiry or problem during...
Tag: first-call-resolution
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[Webinar] 5 Ways to Master “One Contact Resolution”
Did you know that only 4% of organizations provide world class levels of customer satisfaction? A...
7 Signs Your Call Center Needs a Call-Back Solution
Although the concept of replacing hold-time with a call-back has been around for decades, changes in...
The Trouble with Average Handle Time
If you manage a contact center, one of the toughest tasks you do is prioritizing the...
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5 Reasons You Need Call-Backs in Your Contact Center
Contact center call-backs are an under-used and under-appreciated technology. The basic concept has been around for...
Improving First Call Resolution in Your Call Center
If you manage a contact center, it's likely you keep a close eye on First Call...
4 Call Center Benchmarks You Should Pay Attention To
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding...
Online Roundtable: The Future of Call Center Metrics
For call centers, Key Performance Indicators (KPI) matter more than ever. Why? Because the call center...