What is First Call Resolution, and Why Is It So Important?
93% of customers expect issues solved on first call. Industry standard is 70-80% FCR.
Olena Iosifova · 4 min read
Ender Turing blog · page 13 of 14
Blog archive, page 13.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
7 customer experience implementations of artificial intelligence
From chatbots and sentiment analysis to predictive and prescriptive analytics — learn how AI enables 24/7 availability, intelligent call routing.
Olena Iosifova · 5 min read
ACW Meaning: How to Improve Your After Call Work and Boost Sales
90% of customers prioritize problem resolution. Learn how to optimize after-call work with detailed note-taking, automation, and AI tools.
Olena Iosifova · 6 min read
AHT Meaning: Average Handle Time and What It Means to Your Business
Customers are 2.4x more likely to stay when problems are resolved quickly.
Olena Iosifova · 8 min read
Everything You Should Know About Call Center Analytics and Software
Acquiring a new customer costs 5-25x more than retaining one.
Olena Iosifova · 11 min read
Call Center Scripting: How to Get More Use than Damage?
2020 National Customer Rage Study found scripted answers are a leading cause of customer anger.
Olena Iosifova · 4 min read
How to Choose the Right Contact Center KPIs?
ASA, abandonment rate, FCR, AHT, NPS/CSAT, and sales per agent — learn how to measure customer experience, agent productivity, and loyalty.
Olena Iosifova · 5 min read
Customer Experience Analytics: What Is It and How to Use It?
Customer-centric companies are 60% more profitable. Learn CSAT, NPS, CES, VoC, CLV, and churn metrics.
Olena Iosifova · 11 min read
How AI Can Improve Customer Experience
Chatbots, AI-powered agent coaching, automated feedback collection, and personalized recommendations.
Olena Iosifova · 4 min read
How to Get More Sales from a Call Center
Turn your cost center into a revenue driver. Learn gamification, workflow automation, value-based selling, continuous coaching, and customer intelligence.
Olena Iosifova · 4 min read
Life is a Big Game, or How Call Center Gamification Can Help Your Agents
89% of employees say gamification makes them more productive.
Olena Iosifova · 4 min read
Speech Analytics for Financial Services: 7 Banking Use Cases
How banks use speech analytics: disclosures and consent checked on every call, complaints found, collections and sales measured, and how to roll it out safely.
Olena Iosifova · 8 min read
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