Customer Success: Cost Reduction with Automation
What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For […]
11
Oct
Archive Tag: First Call Resolution
13
Jul
A Rose By Any Other Name… Agent Word Choices
When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following […]
7
Jul
How to Build Customer Loyalty
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
11
Sep
Customer Service is More than Just Being Nice
I recently had the privilege of speaking to the people of Ace Hardware about creating amazing customer service. If you […]
16
Nov
The Intersection of Customer Effort and First Call Resolution
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]
14
Oct
A Customer-Centric Approach to First Call Resolution
Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]