There are a great number of approaches to refining customer interactions and customer experiences but not all of them positively affect the bottom line the way FCR does. For those unfamiliar, first-call resolution (FCR) is an extremely important contact center metric and key element of customer relationship management. The term is self-explanatory: a contact
As leaders we are preprogrammed via our education and experience to constantly measure and manage activity results. Looks to make a new capital investment? Let’s perform a cost/benefit analysis. Need to assess the effectiveness of one of your business strategy? Calculate the ROI – Return on Investment. If your can’t measure it, it doesn’t
2020 has been one crazy year and it’s only half way over at this point. In many ways it feels Apocalyptic. We’ve had extremely disruptive issues with the impacts of a pandemic, racial tensions, riots, solar flares, Sahara Dust and who knows what’s next. I think it’s either Locust or Frogs? When I see
Selecting a contact center to outsource your vital functions like sales, customer service, help desk or back office support can be a daunting task. I like to keep things really simple. The nuts and bolts of what a center is provisioning is twofold. They really provision technology and people. What you want is a
Many businesses hesitate when it comes to outsourcing customer service to a call center. Let’s start by making one thing clear. It’s not all apples to apples. Outsourcing is only as good as the quality of the call center you use. You wouldn’t go to McDonalds expecting to get a five-star filet mignon. Not
