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.
I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]