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While there are many metrics determining overall customer experience and satisfaction, among the most important is first call resolution (FCR). The immediate goal of most call centers is delivering great customer service and saving on costs. Let's explore how to improve first call resolution. To start, let us take a step back and answer a few fundamental questions: What is first call resolution? What is good first call resolution? How meaningful is first call resolution? Decrease Customer Churn Customers frequently attempt to handle their inquiries through self-service options. If unsuccessful, they contact support with the expectation of prompt resolution. If a customer's inquiry...

23 March, 2023 /

When selecting a call center or contact center platform, there may be certain terms or features of which you are unsure. Many platforms display these details in feature lists but do not explain them in detail. First, let's talk about call centers vs contact centers. A call center is a facility that offers customer service via phone calls, managed by personnel known as call center agents. A contact center is a department that offers customer service across multiple communication channels.   Various industries, including healthcare, financial services, e-commerce, retail, technology, business process consulting, and business services use call center phone systems. Providing your...

01 March, 2023 /

The last few years have been dominated by a focus on “essential” things, such as essential workers, essential services, and essential sectors. Businesses have had to consider this when it comes to their phone systems. Let's start by looking at the different options available for business phone service. What Features Should I Consider When Choosing a Business Phone System? There are several features to consider when shopping for advanced business phone systems. Look for a business phone service provider that offers an intuitive user experience, reliable and secure calling options, and integrates with the other tools used by your staff. Consider if...

28 February, 2023 /

Recent technological advances have revolutionized the modern workplace, accelerating employee productivity and enhancing communication between businesses and customers. This makes it simpler for smaller firms to compete with larger rivals, greatly reducing entry barriers.Cloud-based telephone tools for remote employees are rapidly becoming more popular and accessible. This prompts businesses to update their hiring strategies.This technology enables businesses to greatly broaden their options.Telework is exploding in popularity due to the latest technological solutions that enable remote employees to collaborate on projects from various areas.This technology enables businesses to greatly broaden their possibilities.The change lets them enter the global market. Startups and...

22 February, 2023 /

Hybrid work is set to become the norm in 2023, so now is the time for businesses to start thinking about how hybrid work could benefit them. It may just be the key to future success. If you still question the benefits of hybrid work, we have put together 7 Advantages of hybrid work to help you understand the positives....

05 January, 2023 /

In a huge victory against robocall scammers, the FCC has proposed a $300 million fine against Cox/Jones Enterprise. This is the largest ever proposed fine against an auto warranty scammer. If approved, this fine will send a clear message to scammers that robocalling will not be tolerated!...

21 December, 2022 /

Despite STIR/SHAKEN call authentication being used widely to combat Spam and Robocalls, rival authorities are causing more legitimate calls to be flagged. Additionally, older legacy technology in the form of TDM (Time Division Multiplexing) services have been around since the 80’s, and don't seem to be going away anytime soon....

14 December, 2022 /
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