The latest trends and hot topics about Customer Experience, Technology, and Business
mistakes-hurt-your-first-call-resolution
Dora Rapcsak
Dora Rapcsak
in Business
3 min read

Reading Time: 3 minutesOne of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team. First call resolution (FCR) is the main indicator of customer satisfaction, which as we all know, is the backbone of any successful call center.

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technology-enhances-customer-service
Dora Rapcsak
Dora Rapcsak
4 min read

Reading Time: 4 minutesNew technologies not only contribute to our daily lives and make everyday activities easier, they’re completely changing the way we live and work. Like it or not, it’s now a fact: technology has become an integral part of our daily routines.

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data-analytics-crucial-call-center
Dora Rapcsak
Dora Rapcsak
4 min read

Reading Time: 4 minutesWe live in a world where over half of the population is connected to the internet, and 9 out of 10 users access their chosen platforms via mobile devices. The amount of data shared every day – up to 2.5 million terabytes – is astonishing.

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email-vs-chat-vs-phone-which-is-the-best-for-your-call-center
8 min read

Reading Time: 8 minutesIn today’s ever-changing world people can choose from many means of communication, depending on what is most convenient for them at the time. In the world of call centers, while telephone conversations, emails, and instant chat messages all meet the purpose of connecting a customer with a call center operator in order to receive professional support, different situations may require different types of communication.

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why-it-matters-how-your-call-center-reviewed-online
Dora Rapcsak
Dora Rapcsak
4 min read

Reading Time: 4 minutesCreating a solid online presence is crucial if you want your business to stand out from the competition. Over the past few years, the importance of online customer reviews has continuously grown, and now they are more relevant than ever. Online customer reviews have definitely changed the game for every industry.

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