Intercom, Inc.

APRIL 8, 2021

Joel Friedlaender is the founder of Cliniko , a practice management software for clinics and allied health practitioners to manage their scheduling and booking, patient records, invoicing, and more. When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email.

Sports 182

Sports Contact Center Retail Customer Service 182

Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. A low FCR rate is often associated with poor agent performance, but it’s often more complex than that. Operations, customer experience, and quality of training are also huge factors that should be considered by management.

Contact Center 129

Contact Center Customer Satisfaction Technology Technology 129

Taylor Reach Group

APRIL 8, 2021

By Turaj Seyrafiaan. Quality versus Efficiency? And the winner is …. Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! In fact, contact centers were created to provide efficiency and reduce costs.

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Conversocial

APRIL 8, 2021

With iOS and Android, Apple and Google dominate the mobile operating system market, with a nearly 100% global share. If brands are looking for a way to reach new customers, going through the native apps available on virtually every smartphone in the world is a pretty good starting point.

Customer Acquisition 90

Customer Acquisition Customer Experience 90