InMoment XI

APRIL 9, 2025

The ability to forecast revenue streams allows businesses to maintain financial stability. Accurate sales forecasts signal strong financial health, which helps secure investor interest and funding. This data-driven coaching helps agents communicate effectively, reducing call times and improving customer satisfaction.

Trends 195

Trends Sales Analysis First Call Resolution 195

Calabrio

MARCH 5, 2025

They channeled their insights into targeted training and workflow modifications that rapidly drove a 20% increase in First Contact Resolution and a 40% decrease in effort for agents and customers. GreenPath Financial Wellness had the same issue.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

FEBRUARY 8, 2024

Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. Whether it is NPS, first call resolution, or customer churn rate.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

NICE inContact

OCTOBER 8, 2019

For example, your call center may want to set a goal to increase reduce first call resolution. Benchmarks can also be established by looking at other call centers like yours to determine what a standard is within an industry. That goal can be used as a benchmark.

Call Center 136

Call Center First Call Resolution Contact Center Course 136

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

COPC

JANUARY 10, 2023

When this happens, companies see diminishing employee productivity, lower first-call resolution, decreased customer satisfaction, and higher employee attrition—all of which can negatively affect the company. This negatively impacts employee experience and job satisfaction. Vicki Brackett, SVP | livepro.

Financial 76

Financial First Call Resolution Customer Experience Employee Engagement 76

InMoment XI

SEPTEMBER 26, 2024

By moving to a strategy of zero call resolution through channel deflection—meeting customer needs proactively and driving contact center cost reduction before they even think of reaching for the phone. Infrastructure Expenses: Beyond staffing, the infrastructure needed to run a contact center is a massive financial drain.

Call Center 195

Call Center Self Service Contact Center ROI 195

NICE inContact

JULY 12, 2016

Provide clear examples of how these benefits translate into financial value. First Call Resolution (FCR) is a metric all contact centers are looking to improve. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

Data 120

Data Contact Center First Call Resolution Return on Investment 120

Uniphore

JANUARY 21, 2022

Conversational AI can take note of promises made on calls and automate follow-up actions, like sending appointment confirmations, balance due reminders and claim status updates. Compliance assurance Healthcare service providers must comply with a litany of privacy, financial and medical disclosure guidelines. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

rethinkCX

FEBRUARY 13, 2025

Intelligent Call Routing Uses AI-driven algorithms to direct customers to the most qualified support agents. Reduces call transfer rates and improves first-call resolution (FCR) rates. Operational Cost Savings: Analyzes the financial impact of outsourcing.

Self Service 52

Self Service Multi-Channel First Call Resolution Chatbots 52

InMoment XI

DECEMBER 13, 2024

Types of Contact Center Dashboards Agent Performance Manager Customer Experience Operational Financial There are various types of dashboards to help businesses optimize contact center workflow. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

AWS Machine Learning

SEPTEMBER 23, 2024

Through Rocket Logic – Synopsis, Rocket achieved remarkable results: automating post call interaction wrap-up resulting in a projected 40,000 team hours saved annually, and a 10% increase in first-call resolutions saved 20,000 hours annually. Outside work, Ritesh tries to be a dad to his AWSome daughter.

Analytics 117

Analytics Self Service First Call Resolution Banking 117

Thematic

DECEMBER 15, 2024

And they have a huge impact on customer satisfaction, brand loyalty, and the financial success of an organization. For example, you might link customer sentiment to financial data to explore which issues typically make customers leave your business. Contact centers are the frontlines of customer interaction.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

COPC

JANUARY 10, 2023

When this happens, companies see diminishing employee productivity, lower first-call resolution, decreased customer satisfaction, and higher employee attrition—all of which can negatively affect the company. This negatively impacts employee experience and job satisfaction.

Financial 52

Financial First Call Resolution Customer Experience Employee Engagement 52

NICE inContact

JUNE 30, 2016

In terms of financials, there are many avenues to consider in the ROI calculations for Speech Analytics. Make sure to set benchmarks first so you’ll have a number to which results can be compared. There are many ways Speech Analytics can have a financial impact by reducing current costs. Inability to Show or Measure ROI.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NobelBiz

DECEMBER 3, 2024

Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. During holidays, staffing adjusts with demand, preventing long queues and reducing frustration.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

Think Customers

SEPTEMBER 21, 2022

A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry. Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. The financial services industries are dealing with a different engagement level.

Financial 52

Financial Contact Center Banking First Call Resolution 52

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. AI Agents deliver measurable outcomes: more efficient resource utilization, financial savings, and better customer experiences.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

TechSee

DECEMBER 2, 2020

Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR). Myth #3 : Remote visual assistance is a luxury that shouldn’t be considered during a financial crisis.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

CSM Magazine

MARCH 3, 2022

Increased confidence translates to improved business metrics, like first call resolution, higher CSAT scores, faster speed to proficiency, and improved compliance scores. He’s held executive positions at MBNA, Bank of America, and SquareTwo Financial. Brian can be reached at briant@zenarate.com.

Customer Service 94

Customer Service Contact Center First Call Resolution Banking 94

CX Journey

JUNE 23, 2016

Link your customer experience metrics to financial outcomes. You've got call center data, e.g., call volume, hold time, wait time, first call resolution, etc. Those saved customers translate to reduced acquisition costs and revenue saved, as well. Work with your CFO to get the data you need.

ROI 109

ROI Customer Experience First Call Resolution Call Center 109

ShepHyken

SEPTEMBER 22, 2020

Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric.

Self Service 15

Self Service Call Center Average Handle Time Omni-Channel 15

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Call centers are highly stressed environments.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

Stella Connect

NOVEMBER 4, 2021

It leads to top performance within the customer service team by driving several KPIs including customer satisfaction (CSAT) , first call resolution (FCR) , and customer effort score (CES). 5 Employee Recognition Program Examples to Try in Your Call Center. So, what do you need to do?

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

Pointillist

SEPTEMBER 10, 2020

Process Mining Many chief financial officers, CIOs, digital officers and operations analysts rely on process mining to document, analyze and improve the efficiency of business workflows. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

NobelBiz

AUGUST 22, 2023

This predictability is invaluable for budgeting and financial forecasting. Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%. All our systems are reinforced through Amazon’s powerful AWS.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

CSM Magazine

OCTOBER 18, 2023

Zenarate has improved agent Speed to Proficiency, First Call Resolution, and Agent Retention for leading enterprises worldwide in financial services, healthcare, insurance, telecommunications, technology, retail, and travel industries. For more information, visit www.zenarate.com.

Report 59

Report Feedback Telecommunications First Call Resolution 59

Oracle

MAY 26, 2020

retail partners, local branches), variety of window and door applications including their custom built solutions, different locations, and their desired integrations with their financial systems. Now they’re resolving issues in the first call 75% of the time, which gave a 21% boost to their CES score.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

CSM Magazine

DECEMBER 14, 2023

Zenarate has improved agent Speed to Proficiency, First Call Resolution, and Agent Retention for leading enterprises worldwide in financial services, healthcare, insurance, telecommunications, technology, retail, and travel industries. For more information, visit www.zenarate.com.

Contact Center 52

Contact Center Telecommunications First Call Resolution Insurance 52

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. For more information, visit www.zenarate.com.

Trends 52

Trends Report Consumers Telecommunications 52

CSM Magazine

NOVEMBER 2, 2023

Zenarate has improved agent Speed to Proficiency, First Call Resolution, and Agent Retention for leading enterprises around the world in financial services, healthcare, insurance, telecommunications, technology, retail, and travel industries.

Training 52

Training Customer Experience Telecommunications First Call Resolution 52

CSM Magazine

JUNE 27, 2023

To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Training 59

Training Telecommunications Insurance Healthcare 59

Magellan Solutions

APRIL 21, 2021

You can measure your abandonment by dividing the number of abandoned calls by the total number of calls. First Call Resolution. This measures the ability of agents to solve customer’s issue during the first call they make. The average first call resolution rate should be at 74%.

Call Center 52

Call Center First Call Resolution Abandon Rate Metrics 52

NobelBiz

DECEMBER 19, 2023

By monitoring calls as they happen, managers can gain valuable insights into the performance of their teams and identify any bottlenecks or issues that may be hindering the resolution of customer inquiries. By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Contact Center Wait Times 105

Myra Golden

APRIL 11, 2023

One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

CSM Magazine

OCTOBER 6, 2021

GreenPath Financial Wellness – Winner. The contact centre team partnered with the marketing function on the common goal of providing financial counseling to the area’s underserved citizens. The Converter – CI Financial. ANALYTICS COMPETITION WINNERS. The Engager – Dominion Energy.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

CSM Magazine

APRIL 9, 2018

Along with Contact Center of the Year Finalist, the awards include: Contact Center World Class CX Certification for an 80 percent or higher rate of solving customer issues on the first call for at least three consecutive months.

Contact Center 40

Contact Center First Call Resolution Customer Service Representative Insurance 40