Customer Experience

CX Trends: 4 Ways to Win Consumer Trust In a No-Touch World

30 June in Customer Experience

A summary of four new CX trends highlighted by Capgemini's Report on Contactless Customer Experience. Today, leading organizations across the globe are aligning with the contactless world. Touchless interfaces have become integral to the customer experience in this health-and-safety conscious situation. In fact, 77% of consumers...

Dialing into the new year: Customer experience in 2020

17 January in Customer Experience, Sentiment Analysis, Speech Analytics

It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying...

How can you improve First Call Resolution from your Freshdesk Window?

03 October in Customer Experience, Ozonetel, Telephony For Support

What is FCR ( First Call Resolution)? Any ticket/issue which can be resolved on a call without any follow-ups, either internal or external are known as First Call Resolution tickets. Why should you measure your FCR? If we can resolve most of the customer queries/issues/challenges on a call...