Frost and Sullivan classify First Contact Resolution (FCR) as the “home run” of call center metrics because “it affects every other meaningful statistic from the call center.” FCR…
With the new-age digital-first business culture, virtual call centers and call center automation are two of the robust customer service solutions for the new age. A virtual call…
Enterprises like Doordash receive over 40,000+ customer support calls per day. This volume is an operational challenge. Most businesses mitigate this by offshoring calls to a third-party contact…
Till now, if you called a business to connect with their customer service, the standard response was, “Press 1 for…” And after you spent three minutes trying to…
The average call center handles around 4400 calls/month. Usually, these calls last around 3 minutes and 35 seconds. As a Customer Service Director, you’re expected to understand and…
Introduction A 2016 study by Inc. showed that 51% of consumers expect businesses to provide 24/7 support and service. However, while businesses want to offer customers round-the-clock support,…
Endless wait times, repetitive queries, and inconsistent support—these common pain points frustrate customers and overload support teams. AI self service eliminates these hurdles, giving customers instant access to…
Email is one of the best mediums for customers; it is easy to follow, has a certified paper trail, and you can access it anywhere. Conversely, email can…
Step into a bank today, and the experience is nothing like it was a decade ago. There are no longer long queues or tedious paperwork. Nowadays, people want…
Between 2017 and 2021, the global gaming industry saw atmospheric growth, reaching $211 Billion in revenue and clocking a growth rate of 13% year-over-year. While the industry faced…