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: leadership training
How to Supervise and Bond with Call Center Employees
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both supervisors and
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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Why an Interim Manager Is Needed During Contact Center Leadership Transition?
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time
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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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Ten Dumb Things Smart Contact Center Management & Executives Do
This is my top ten list of really dumb things that smart call and contact center management and executives do.
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