Call Center Software

Everything You Need to Know About First Contact Resolution (FCR)

First contact resolution (FCR) refers to a customer’s issue being fully resolved during the first interaction with a contact center. FCR is a vital key performance indicator to measure the quality of customer experience as well as the efficiency of the contact center. A high FCR rate means that less number of customers have to …

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Artificial Intelligence – How it transforms Customer Experience

The Beginning From antiquity, man has been in search of perfect assistance, the one who would do things for him in the easiest and best possible way. Wilhelm Schickard’s drawings of a not so reliable calculating clock are perhaps the first recorded step towards a Thinking Aide for man, further strengthened by the Boolean and …

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Transitioning from a Legacy Contact Center – Do it. Now.

Decision making is a tough process. It requires wit, presence of mind and a state of total awareness, as Ross from F.R.I.E.N.D.S. would say – ‘Unagi’.  This is just not a complicated truth, but a huge lesson, even when it comes to doing business. In this age of digitization and with almost everything being operated …

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Why Contact Center Applications Should Have a Practical User Experience (UX)

User Experience (UX) of a call center application plays an important role in determining the satisfaction level of end users, i.e. customers. It has a direct impact on many important KPIs that contact centers use to determine the effectiveness and performance of their contact center as a whole.  A UX should do a particular job for …

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Contact Center Wallboard – Enhancing Performance With A Touch of Technology

In a contact center, it is very important that your workforce works upto the mark of perfection without being lethargic or with diminished spirits. A contact center wallboard does exactly the same by giving you, as a manager, a bird’s eye view to proactively manage customer demands and agent’s performance.

Wrap-Up Codes – The Key Benefits and a Few Tips to Get the Best Out of them

In a contact center, it is very important to record what happened during a call, any important information provided by the customer, the steps that were taken to resolve the issue, if the issue was not resolved on the call, then what are the next steps, and so on. It is also important that the …

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Incremental Revenue (Value) Analysis to Calculate the Value of each Contact Center Agent

Incremental Revenue (Value) Analysis is a decision-making process used for determining the value of each contact center agent. Its primary focus is to determine the optimal cost of retaining or letting go of an agent. Incremental revenue (value) analysis is the simplest way to solve complex business challenges by choosing between the solutions currently available …

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