Phone systems are often the unsung heroes in an organization but are undoubtedly one of the most vital aspects of a business.
Call quality refers to the efficiency and effectiveness of conversation between a customer and a customer service representative. Call quality is measured by monitoring both the technical side of the call such as call stability as well as how well the customer service representative handles and resolves the problem the customer is facing.
Read more about network packets to find out what they are, how they work, the difference between a network packet and a frame, and why they are important.
Find out what frame relay is, how it works, an example of the frame relay protocol, as well as the advantages of it.
A long wrap-up time can indicate your agents aren’t performing as well as they could. Find out how you can improve your agent’s wrap-up time.
Find out what first call resolution is and how a low FCR rate can affect the customer service experience provided by your agents.
Long queue times can negatively impact the customer service experience your business provides. Find out how you can improve your queue times.
Average speed of answer is crucial for customer satisfaction. Find out what it is and what average speed of answer your business should be striving for.
A high customer abandonment rate can result in poor customer service. Find out what the average call abandonment rate is and how you can reduce yours.
Say goodbye to the limitations of your old phone system and welcome cloud VoIP technology.
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