Latest Contact Center Best Practices

May 27

6 First Call Resolution Tips for Your Contact Center

Posted by Kristen Braun on May 27, 2015 8:53:38 AM

First Call Resolution has been the subject of many recent studies, which show that a high FCR rate is vital to the success of your contact center. In fact according to ICMI, 12% of cus­tomers leave if it takes 2 or more calls to resolve their issue. But while the concept of FCR may seem simple, “properly resolve customer issues on the first call,” putting this into practice and measuring this “metric” is a lot more complicated than simply focusing on a percentage. Here are a few tips to boost FCR, and to ensure the FCR percentage you are recording is an accurate reflection of your call center.

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Topics: first call resolution

May 14

Customer Service and your Contact Center: What you should know

Posted by Kristen Braun on May 14, 2015 8:52:00 AM

It has been well demonstrated that Customer Service can affect a business just as much as catchy advertising slogans or the newest innovative product. Take the new Apple watch. It has been advertised as the next big thing to the point where it’s impossible not to be aware of it. But as with any new form of innovative technology, people are bound to have general questions, troubleshooting needs, and bug issues. This is where a strong and robust customer service platform comes into play.

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Topics: customer service, crm integration, first call resolution, customer experience

Mar 19

Must Read 'First Call Resolution' Facts

Posted by Rachel Brink on Mar 19, 2015 12:19:09 PM

Eight out of ten consumers rate speed of service as the number one factor to a great service experience. But still, customer service representatives fail to answer their questions 50% of the time, causing first call resolution (FCR) rates to be extremely low. What is going wrong?

The primary culprits of low FCR rates:
  • Mismatch of agent skills with customer needs: 26% of customers report being routed from one agent to another without any resolution of their problem or inquiry
  • Inability to quickly access customers’ account information: 60% of low first call resolution rates are due to an agent’s inability to quickly access customer information
  • Inefficient processes and inadequate training: 60% of repeat calls are process or training driven
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Topics: first call resolution, FCR

Feb 19

6 Statistics highlighting how to make SaaS solutions work for your business

Posted by Rachel Brink on Feb 19, 2015 10:53:00 AM

As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.

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Topics: crm integration, crm software, SaaS, first call resolution, third-party integrations, database management integrations, saas integrations, contact center integrations

Nov 11

How to Improve Employee Retention in your Call Center

Posted by Rachel Brink on Nov 11, 2014 8:59:00 AM

Agent retention has long been a challenge for contact centers.  With annual turnover rates averaging 35% across all call centers, 50% in larger call centers, and 60% in those performing outbound dialing campaigns, the issue is hard to ignore.  Factor in additional agent turnover costs, ranging anywhere between 60-200% of an employee’s salary, and the issue becomes downright painful.   

Not convinced?  Consider a 1,000-seat contact center with a 60% employee turnover rate spends approximately $2.4MM in turnover costs.  Factor in the additional affect on employee morale, the ongoing loss in intellectual property, and the long-term affect on customer service and the cost significantly grows beyond the immediate operational expenses. Regardless of if you are just getting started or represent a large enterprise, agent retention is nothing to ignore. 

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Topics: customer service, call center, contact center, employee retention, first call resolution, virtual assist, employee recognition, call routing, kpis, workforce flexibility, agent retention, agent training, database management integrations, agent turnover, scripting solutions, at-home agents