Tag: Research

Advice on First Call Resolution For Call Center Agents

February 17, 2018 / GuidesFor Team

To the uninformed, first call resolution (FCR) is the slam dunk for call center support personnel. It means the issue was resolved by the first agent they contacted. First call … Continue reading Advice on First Call Resolution For Call Center Agents

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Improving Call Center Performance

February 17, 2018 / GuidesFor Team

Customer service is the front line of any business. They are the people who represent your brand directly to customers. Companies can have popular celebrities smiling on TV to be … Continue reading Improving Call Center Performance

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Machines: The Contact Center’s Ally in Customer Service

February 5, 2018 / GuidesFor Team

Millennials comprise the large bulk of customers who communicate with contact centers. WIth their distinct habits that are unique compared to previous generations, contact centers have to align the way … Continue reading Machines: The Contact Center’s Ally in Customer Service

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10 Techniques for Customers To Experience The Best Contact Center Support

February 5, 2018 / GuidesFor Team

Most clients see contact center agents as a channel for solving their problems related to the service of the company. There are customers who have had bad customer service from … Continue reading 10 Techniques for Customers To Experience The Best Contact Center Support

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4 Top Trends in the Contact Center Industry for 2018

February 5, 2018 / GuidesFor Team

This article posts the trends and updates for contact centers for 2018. There are several findings that are quite significant to note. It  can cause anxiety when one comes to … Continue reading 4 Top Trends in the Contact Center Industry for 2018

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Harvard Business Review Case Study of Call Center 2.0

January 30, 2018 / GuidesFor Team

The market has been clamoring for a positive change in customer support services for the past decade. Statistics compiled by HelpScout show how important customer service is to any business … Continue reading Harvard Business Review Case Study of Call Center 2.0

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Evolution of the Call Center Industry

January 30, 2018 / GuidesFor Team

There are many articles predicting the end of the call center industry.  There are valid reasons for it. Chatbots, social media, online ordering, AI, and millennials to name a few. … Continue reading Evolution of the Call Center Industry

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Nine Call Center Industry Predictions for 2018

January 30, 2018 / GuidesFor Team

Strategyr.com projects the call center industry to be a $407 billion dollar industry by 2022. It may not have started as a technology industry, but it is now. Technology companies … Continue reading Nine Call Center Industry Predictions for 2018

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Why Should You Outsource Your Contact Center

January 30, 2018 / GuidesFor Team

Call centers are nothing new. The first PABX powered commercial contact center appeared in the 1960’s. Toll-free numbers in the 80’s started a call center revolution that is still going … Continue reading Why Should You Outsource Your Contact Center

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Will Call Center Agents Will Lose Their Jobs in The Future?

January 30, 2018 / GuidesFor Team

Call Center Agents are providing millions of jobs in emerging markets. The Philippines and India control half the worldwide share of contact center jobs. A majority of these are sales, … Continue reading Will Call Center Agents Will Lose Their Jobs in The Future?

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