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…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…
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…
In a recently leaked internal memo, Toby Lutke, the CEO of Shopify called “Reflexive AI usage” a baseline expectation at work in his company. In other words, if…
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…
Most customers dread the classical IVR message saying, “Please hold while we connect you to an agent.” 60% of US customers consider long hold and wait times the…
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,…
You’ve been there, waiting for a support response, repeating your issue, hoping someone figures it out soon. Traditionally, businesses relied on reactive customer service, which is waiting for…