First Call Resolution is an important call center metric and a significant aspect of customer relationship management. The term ‘FCR’ is pretty self-explanatory as it refers to the contact centre’s ability to resolve customer issues, queries, or anything they require within the first time they call with no need of a follow-up after. Agents are …
8 ways an agent can get better and increase First Call Resolution Read More »
It’s officially the second year of the Pandemic. The kind of unprecedented change that this has brought into all our lives has been vast and significant. Professionals across the globe and all industries have been impacted in some way or another. With the full-time, 9-5 job market shifting, gig work is getting the attention it …
Gracing our space today: A family of super-agents Read More »
Retirement is considered a phase of perpetual relaxation and something that is sought after by industry veterans. But how far is it true? According to a survey conducted by Transamerica Center for Retirement Studies, 73% of the respondents responded by saying they were not satisfied with not having to work after retirement. 27% of the …
A sneak peek into the life of our 60-year-old agent Read More »
Job hunting is single-handedly considered one of the most frustrating and daunting activities there is to do. With a disability in the picture, it can get tougher with additional challenges and hurdles to pass. Unemployment can be extremely difficult and stressful when the candidate not only has to pass the job role requirements but also …
This is how our special needs agent found his footing in VOIZ Read More »
The concept of work-life balance is already a tricky one for working married couples. But when you’re doing the same all on your own, it’s an even bigger challenge. As a single parent not only does one have to juggle the logistics and responsibilities of childcare, but also has to handle the financial and practical …
How becoming an agent gave this stay-at-home mom a career re-do Read More »
Being laid off during the COVID-19 Pandemic is one of the most stressful and disheartening experiences of one’s professional life. Aside from the obvious financial anguish, the stress of losing a job can affect relationships, take a toll on one’s mood, and one’s physical and mental health. Many people around the globe have lost their …
A complete walk-through of how Chithra landed her first project at VOIZ Read More »
It’s great that companies are building innovations and technologies around the needs of the customers. But when it comes to help and support, we are psychologically inclined to trust a person skilled in that particular field. In addition to that, customers look forward to having a conversation with someone who is emotionally adept and capable …
How do Customer Support professionals deliver better customer experiences over Chatbots? Read More »
Workforce engagement is one of the top priorities in an evolving digital workplace. Countless papers and statistics have repeatedly pointed out the benefits of a chatbot that ups employee engagement in terms of job satisfaction, productivity, etc. As a matter of fact, forward-thinking companies and establishments have started to use chatbots in a myriad of …
Better chatbots for better collaboration for an evolving workforce Read More »
One of the most important statistics a company can measure with regard to agent performance and productivity is FCR or First Call Resolution. With the expansion of communication channels and platforms, it can also be referred to as First Contact Resolution. This metric examines whether the customer has his or her issue, request, or query …
Tried and tested ways to improve FCR in your company Read More »
Customer service is the driving force behind customer retention in any business. This aspect of the organization is integral and can have a tremendous impact on the company’s bottom line and how people view the overall business. Customer service is, therefore, an important job. They are often the first point of contact and most times …
5 ways to make your Customer Service and Telesales profile stand out Read More »
