fcr
Call Center Week: Witness the Death of Average Handle Time (AHT)
June 19 by Brian CantorThe reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...
Customer Management Lessons from "Seinfeld" - Part Three
May 07 by Brian CantorIt is not what the teacher intends to teach but what the student is able to learn. While Larry David and Jerry Seinfeld, the brains behind "Seinfeld," certainly knew their sitcom provided a platfo...
Making First Call Resolution Work for Your Customers
June 22 by Greg LevineFew metrics have made contact center managers drool like first-call resolution has. And with good reason: FCR has been shown to have a significant impact on customer satisfaction, operational costs...
Don't Fall into the Deadly Trap of Call Center Metrics
May 02 by Brian CantorThis might be a world of "strategic calls" and revenue-driven customer service, and it is true that metrics like average handle time are losing meaning for many organizations, but do not dare assume...
FCR & Call Center Outsourcing: Clichéd? Yes. Significant? You Betcha!
April 04 by Brian CantorThanks to a consistent professional aspiration for innovation, topics like first call resolution and contact center outsourcing come across as unappealingly dated within customer management communit...
Why Hershey Entertainment Still Cares About First-Call Resolution
December 12 by CCW Digital EditorArchive: This is an archived podcast recorded in advance of our 7th Annual Call Center Summit. For many years, call center professionals found themselves fixated on performance benchmarks and...
5 Ways to Get Agents to Embrace Quality Monitoring
March 01 by Greg LevinFew processes in the contact center are as contentious as quality monitoring. When not carefully explained and carried out with tact and sensitivity, monitoring smacks of spying. Cries of "Big Broth...
Working on Average Handle Time and First Call Resolution? Stop It . . . Now!
January 03 by Tripp BabbittI know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked on the head enough something might stick. When it...
Perfecting CSR Utilization Practices
November 26 by Ed BurnsCSR utilization is a vast and complex subject. There are various problems whose impacts manifest themselves in that big bucket labelled utilization. Simply put, utilization is an indicator of how...
How CRM Software Co. Sword Ciboodle is Keeping Up with the Joneses
November 04 by Gina ScanlonIan Henderson, Operations Director of CRM software company Sword Ciboodle discusses how they stay ahead of the game and what they're planning to implement in the future. Henderson discusses what kin...
Improving First Call Resolution Techniques
November 02 by Customer Management IQFirst call resolution has been used for a number of years to measure the performance of contact centres. As the name suggests, it is used to determine how many customers have their queries answered...
LIVE from Miami: Monday at ICCE
October 25 by Gina ScanlonThe 1st annual International Contact Center Expo and Conference kicks off today (aka ICCE) at the Doral Golf Resort in Miami. And though I’m sure you’ve just teleported to a perfectly gr...