Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date Metrics that Matter: First Contact Resolution Jeff Rumburg, Managing Partner at MetricNet First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is al... 3 years ago | 46 mins How to get ahead of support issues Cheryl Zarate, Sales Director | Nathan Angle, Director of Competitive Intelligence | Vik Ershova, Sales Engineer Watch this on-demand webinar to find out how Intercom compares to your traditional ticketing systems. - How Intercom delivers fast and personalized ... 6 months ago | 50 mins The Latest Thinking on Contact Centre Metrics Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance. In this webinar we looked at the latest th... 4 years ago | 70 mins Knowledge Management for Customer Service – Start small, think big Jarrod Davis, Knowledge Management Expert, USU; Carmen Hermle, Global Manager, USU Professional Knowledge Management is more than just classic document management. It increases first call resolutions, shortens average handling time, ... 1 year ago | 53 mins Take your contact center to the next level with cloud-native automation Prasanna Ramaswamy, Co-Founder & Managing Partner, Re:code Solutions / Claudia Michon, VP Product Mktg, Automation Anywhere Hear how implementing cloud-native automation for your contact center can make better service, faster with: Simplifying the agent experience with fri... 2 years ago | 31 mins Metrics - First Call Resolution Brad Cleveland Discussion and content about First Call Resolution with Brad Cleveland 4 years ago | 2 mins Are Your Contact Center Performance Targets on Target? Jeff Rumburg, Managing Partner at MetricNet Despite all the data that contact center managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than ... 2 years ago | 59 mins The ROI of Humanizing Your Customer Service Engagements Tom Martin, CEO, Glance - Adrienne Capaldo, Senior Consultant, Forrester Research For a commissioned study, Forrester Consulting found that when customer service reps are empowered with visual engagement technology to see, show, and... 1 year ago | 61 mins The State of CX: Consumer and business perspectives, gaps and opportunities Elcenora Martinez, Global VP of Digital, AI and Cloud Product Marketing at Genesys with Claire Beatty and Adrian Swinscoe Consumers’ ever-rising expectations include a first-contact resolution and fast response among their top service priorities. As customer experience (C... 1 year ago | 62 mins How to Knock 20 Seconds Off Your Average Handling Time Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Paul Weald - Contact Centre Innovator We looked at what you can do to shave 20 seconds off your Average Handling Time. In this webinar we looked at how you could save time on every call. ... 4 years ago | 70 mins Load more
