You love that your bank offers click-to-call directly from their website and mobile app. You don’t have to search for a customer service number, and you can skip repetitive authentication questions if you’re already logged into the app. You’re connected with a friendly service representative, but that’s as far as you get until things start […] The post 5 Ways to Improve First Call Resolution and Increase Response Rate appeared first on Servion Blog.| Servion Blog
It’s 2019, and companies are no longer competing on products or pricing but on the type of experience they are delivering across customer journeys. Raise your hand, if you have ever paid a premium for a better experience. You are not alone, according to a Customer Experience Impact report by Harris Interactive/RightNow, because almost 9 […] The post Four Critical Contact Center KPIs For Customer Experience Success In 2019 appeared first on Servion Blog.| Servion Blog