A customer journey map helps your business visualize the customers’ experience with your company. Setting up a journey map can help identify which of your omnichannel solutions excel and which may need attention.
First call resolution rate is one of the most significant KPI indicators to analyze the efficiency of a contact center. These tips can help your contact center improve its FCR and provider a better customer experience.
Monitoring your outbound campaign performance is essential to ensure agents have the tools they need. One aspect to monitor is your dialer configuration. These KPI metrics can indicate issues with configuration.
Selecting the right tools for you contact center can help improve your call management strategies. Proper agent training can also compound on the effectiveness of your campaigns in conjunction with tools.
Your phone number reputation is imperative to ensuring customers answer your calls. Using proper dialing habits, software and abiding by compliance regulations can help your agents avoid low answer rates.
The holidays brings an influx of call volumes in contact centers. Before this holiday season begins, ensure your contact center is prepared. These 8 tips can streamline your workflow and agents’ performance.