6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

AvatarByPlayvox Team Posted on

Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…

CX Culture

Culture of Candor: How Honest Feedback Boosts Productivity

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In successful organizations, there is a candor imperative. We expect uncompromising honesty from our team members, and, in theory, we know transparent behavior is a critical dynamic in all healthy cultures. But, as a leader, our attitude toward a culture of candor may be skewed, calling into question the balance of candor in our organizations…

How to Handle the Top 10 Customer Service Complaints

How to Handle the Top 10 Customer Service Complaints

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Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…

Customer Experience

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

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Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…

Call Reduction Strategies for Better Channels and CX

Call Reduction Strategies for Better Channels and CX

AvatarByPlayvox Team Posted on

Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…

Improve Contact Center Agent Efficiency: 6 Tips For Success

Improve Contact Center Agent Efficiency: 6 Tips For Success

AvatarByPlayvox Team Posted on

Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…

6 Strategies To Improve First Contact Resolution

6 Strategies To Improve First Contact Resolution

AvatarByPlayvox Team Posted on

Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…