Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
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Tag: CX strategies
Customer Complaints Handling: a Personal Touch Builds Customer Relations
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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Call Center Occupancy Optimization Leads to Workforce Efficiency & CSAT
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call Work)/Total Logged-in Time.
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Call Center Site Selection
Call center site selection combines environmental, social, cultural, competitive & other factors like labor costs, unemployment, economy, etc. Many call
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Five Reasons for Common Failures of New Call Centers or Contact Centers
Five reasons for common failures of new call centers or Contact Centers: lack of vision, planning, labor & failure to
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