First contact resolution, first call resolution, FCR, there are many names for it in your call center or contact center. In any instance, you must measure it and manage it. From the customer’s perspective takes the highest priority.
There’s not much worse than being the subject of a “You’re Doing It Wrong” meme and it goes viral. It’s easy to find many examples of doing it wrong in our everyday life, including how we do our job and, fortunately, there’s no meme. What’s worse than doing it wrong? Worse than doing it wrong, [...]