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…
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…