First Call Resolution (FCR) is one of the most important performance indicators for call and contact centers. Think of this content as a complete guide to understanding FCR. You will learn about its history, the formula for measuring FCR, and how to enhance FCR in a contact…
Numerous reports and studies in recent years have brought attention to the growth in customer anger directed towards contact center professionals. Although statistics data may differ between industries and geographical areas, there is one obvious trend: emotional encounters…
Do you want to know more about your clients and enhance their interactions with your brand, organization, or business? One of the best ways to get important insights into the requirements and expectations of your customers is through marketing research conducted through a…
Insurance Company Contact Center: The Advantages of Outsourcing
October 17, 2024
Offering competitive service rates and timely, easily reachable customer support are essential for success in the insurance business. Every customer needs to be able to get in touch with their insurance provider around-the-clock in case of emergencies or claims. As a result…
Are You Considering Outsourcing Your Contact Center? Ask Yourself These Four Questions First
October 15, 2024
Contact center outsourcing claims to reduce costs, boost efficiency, and improve service. But is this model truly right for your business? Before making a decision, consider all of the pros and drawbacks. In this post, we give four critical questions to help you decide…
Contact Center Agent: The Future of the Profession and Five Strategies for Staff Training
October 15, 2024
Much has already been written regarding the automation of call centers. In example, you can read a popular piece on our site called “Will AI Replace Contact Center Agents?” However, today we’d want to look at the situation from a somewhat different…
Outsourcing a Medical Contact Center: Everything You Need to Know
October 14, 2024
The global healthcare market is rapidly growing. This is driven by the increasing elderly population, the rise in chronic diseases, and other factors. The healthcare sector, like any other service industry, demands excellent service to improve patient engagement and…
In 2024, the global retail market continues its transformation under the influence of new technologies, economic uncertainty, and shifting consumer behavior. As global retail chains aim to integrate physical and online stores, the trend toward omnichannel customer support…
Outsourcing Contact Centers for Banks and Financial Institutions
October 8, 2024
More institutions are finding themselves under pressure to deliver quick, dependable, and individualized service as a result of growing public access to financial services and the rise of digitalization. In the struggle for loyalty, the customer experience is increasingly…
Service Design: 5 Principles for Improving the Customer Experience in a Contact Center
September 25, 2024
Customer service is the differentiating attribute that distinguishes your company from competitors who provide identical products or services. If I were to summarize the basic purpose of customer service in one word, I would say “loyalty.” This is especially true…
