Symon Edmonds – January 10, 2017 How to Measure and Optimize First Call Resolution with Call Center System First Call Resolution (FCR) is a crucial metric for a call center, and potentially more so for its clients. The sooner a customer’s problem is resolved, the happier everybody is. The customer no longer has their problem,…
DetailsHow to Keep Your Call Center Employees Happy and Reduce Turnover Call centers are notorious for having a very high attrition rate of their employees. Many agents find the call center life to be extremely stressful and leave as soon as they can get a replacement position. A report by Trostle & Associates discloses some…
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Symon Edmonds – December 19, 2016 Key Metrics to Monitor in Your Call Center to Boost Your Business Todays’ customers are looking for immediate responses to their queries and requests. Call Center software has evolved to be able to expertly track how your business is faring with customers calling in. It provides you with in…
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The Movement Towards “Working from Home” and the Remote Workforce These days most companies are trying to keep an eye on their bottom line by finding new ways of saving money and improving margins, return on investments and overall profitability adding more to their bottom line. Many companies and especially start-ups are now forgoing the…
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Originally published April 28, 2016 To Survive and Compete Organizations Must Focus on Personalizing Their Customer Experience In today’s technological world, the options are limitless and competition is fierce. Every business to business company makes claims that they are the right choice. We are constantly bombarded with marketing campaigns on the next great tool that…
DetailsSo, what is this Nectar Desk thing about? Originally published April 28, 2016 Who Cares About the Other End? What are we? Well, we’re the first call center software built with the customer service representative in mind, not the customer. It’s revolutionary, I know — we’re made for people who are actually going to use…
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