InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 150

First Call Resolution Measurement Report Interaction 150

InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 150

First Call Resolution Measurement Report Interaction 150

InMoment XI

JANUARY 15, 2015

I’m not trying to be controversial in my choice of headline, but do hope to provoke some new thinking in-terms of how we look at success versus failure in our customer facing interactions. It seems to me that the prevalent “gold standard” that many companies have adopted and actively measure and report on is first-call.

First Call Resolution 150

First Call Resolution Measurement Report Interaction 150

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. .

First Call Resolution 83

First Call Resolution Call Center Net Promoter Score Policies 83

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

ShepHyken

JUNE 4, 2021

He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides. What is first-call resolution (FCR)?

First Call Resolution 86

First Call Resolution System Self Service Management 86

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Advantage Communications

OCTOBER 12, 2021

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program ?

First Call Resolution 98

First Call Resolution Customer Service Advertising How To 98

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics? Some might even say that CX is more important.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Amplifai Coaching Category

AUGUST 8, 2023

Learn how FCR drives operational efficiency, cost savings, agent retention, and customer satisfaction. Discover strategies to improve your call center's FCR, the common mistakes to avoid, and a whole lot more!

First Call Resolution 83

First Call Resolution Strategy Call Center Customer Satisfaction 83

CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact.

Customer Service 52

Customer Service First Call Resolution Call Center Exceptional Customer Service 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Selmo

NOVEMBER 14, 2022

First call resolution is one of the most important call center metrics you can measure. Calculating First Contact Resolution (FCR) can be straightforward, but only when you have collected the data.

First Call Resolution 52

First Call Resolution Measurement Call Center How To 52

NobelBiz

MARCH 21, 2023

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. When a problem arises, the customer expects a quick and efficient resolution.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? What is call quality monitoring?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Experience Investigators by 360Connext

JANUARY 21, 2020

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” How Voice of the Customer Usually Goes Down.

Net Promoter Score 225

Net Promoter Score NPS Contact Center First Call Resolution 225

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Calabrio

MARCH 4, 2025

Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. CSAT and CX are the same thing.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. Struggling to understand your customers most common concerns?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

CX Journey

MARCH 28, 2018

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. For employees and customers, you will have used surveys or other listening posts, developed personas, and mapped their journeys.

Measurement 161

Measurement Net Promoter Score First Call Resolution Effort Score 161

NICE inContact

MARCH 10, 2016

Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers. Customer Satisfaction : Customer satisfaction indicates how your agents performed in solving customer issues. Call SLA : A goal based on what % of the calls are answered in X seconds.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

InMoment XI

APRIL 9, 2025

Therefore, businesses must look beyond historical sales data and integrate customer experience insights with their forecasting models for accurate results. The Benefits of an Accurate Sales Forecast Accurate sales forecasting empowers businesses to make informed decisions that drive customer satisfaction and sales.

195

195

Amplifai Coaching Category

FEBRUARY 13, 2024

Discover how FCR enhances operational efficiency, cost savings, agent retention, and customer satisfaction. Gain insights into strategies for improving your call center's FCR, sidestepping common mistakes, and leveraging AI Coaching software for transformative results.

First Call Resolution 52

First Call Resolution Call Center Customer Satisfaction Software 52

CX Journey

DECEMBER 2, 2014

Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. These should translate to good news for the customer, too. Image courtesy of Unsplash Does self-service reduce or increase effort?

Self Service 169

Self Service First Call Resolution Abandon Rate Technology 169

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change.

Multi-Channel 177

Multi-Channel Customer Experience Customer Journeys Chatbots 177

Experience Investigators by 360Connext

JANUARY 12, 2021

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . It’s a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. And as Forrester points out, the resulting dashboards and word clouds that point to top call drivers aren’t enough either.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Experience Investigators by 360Connext

JUNE 16, 2020

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Put the customer at the center of your efforts. Why does reducing customer effort matter? Your customers are working too hard.

Effort Score 214

Effort Score How To Contact Center Touchpoint 214