TechSee
OCTOBER 10, 2019
A collaborative contact center provides a better overall customer experience, as agents can communicate with each other in real time without putting callers on hold or introducing other elements of friction. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.
Talkdesk
JULY 31, 2017
When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Let’s talk about Talkdesk.
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Talkdesk
JULY 31, 2017
When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Let’s talk about Talkdesk.
Pointillist
SEPTEMBER 28, 2021
Armed with this knowledge, agents can serve customers efficiently, increasing NPS ® , CSAT and FCR, and minimizing customer effort (CES), average handle time (AHT) and repeat calls. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.
Michel Falcon Experience
MARCH 12, 2019
But one day I got an email from an executive of Verizon Wireless, and just before that like, literally 24 hours before that, my biggest client was Ferguson Moving and Storage based in Vancouver; about a $2, $3 million company at the time. ” When there’s an absence of communication, opinions are formed.
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