Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you’re doing everything right on the first contact, there is no reason for the customer to call back. … Read more
In 2024, the pursuit of customer-centricity is more pronounced than ever before, and as businesses continue to vie for customer loyalty, understanding and effectively managing brand sentiment becomes paramount. The modern customer is discerning, and their expectations from companies have reached new heights. A … Read more
In this guide, you’ll find: What is call center attrition? How to measure call center attrition 4 reasons for customer attrition How to reduce call center attrition A. What is call center attrition? Call center attrition is defined as the number of employees leaving … Read more
First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center environment, this means that after the first call you make … Read more
Are your customers receiving the right service? Do your customer service reps have the knowledge and skills to solve customers’ queries? Are you providing better support than your competitors? Are you leveraging the latest technology to serve your customers better? These are crucial questions; … Read more
