Callminer
MARCH 30, 2020
However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Make Lulls in Response Time Clear to Customers. Best Practices for Better Remote Working. Establish and Maintain Clear Communication Practices.
Taylor Reach Group
APRIL 23, 2021
When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. Reasons for Interim Management. By Peg Ayers.
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Callminer
APRIL 26, 2017
Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.
Fonolo
MAY 23, 2023
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.
Taylor Reach Group
SEPTEMBER 29, 2020
The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Customer Relationship Management (CRM).
Hodusoft
MAY 24, 2022
Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?
DMG Consulting
MARCH 18, 2020
Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision. This is DMG’s second column on the COVID-19 pandemic.
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