First Call Resolution
27 results
of 3
Posted: 02/11/2016

You know:


First Call Resolution (FCR) improvement equals customer satisfaction improvement.

When FCR increases, customer churn decreases.

Better FCR results in lower costs.



But, do you know:

How to mobilize around FCR down to every agent, in every center, on every call?

New and changing products, plans and services create Full Content »
Posted: 02/11/2016

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable Full Content »
Posted: 02/11/2016

Register to view the webinar on demand now!

We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:


Understand the Customer Experience

R Full Content »
Contributor: call center week
Posted: 01/27/2015
Call Center IQ 2015 Event Portfolio
According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each other online, in-person or live conferences are a positive disruption to our usual routines.We are pleased to offer your industry the benefit of connect Full Content »
Contributor: IQPC Editorial Team
Posted: 10/19/2014
IQPC Editorial Team

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, breaking down silos, talent and brand identity. The insight they share in this report will help you yield measurable impact from your social media effor Full Content »
Contributor: call center week
Posted: 10/01/2014
8 Great Customer Care Infographics

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study series, the Future Contact Center Open House, taking place December 15-17. Visit the home of this complimentary online event here

This collection of Full Content »
Contributor: Brian Cantor
Posted: 06/03/2013
brian
With Call Center Week approaching, here are 5 essential customer management questions that MUST be answered. Full Content »
Contributor: Tripp Babbitt
Posted: 09/18/2012
Tripp Babbitt
I could have sworn the call center was meant to be about resolving customer issues... Full Content »
Contributor: Tripp Babbitt
Posted: 07/15/2012
Tripp Babbitt
Contact centers are concerned about the wrong things. Full Content »
Contributor: call center week
Posted: 07/12/2012
Proactive Customer Care Product and Market Report
Download DMG Consulting’s Proactive Customer Care Product and Market Report Reprint, and learn how PCC solutions are rising to the challenge of servicing today’s "connected customer" and how they can help position your company — and your customers — for success. Full Content »
Contributor: call center week
Posted: 07/09/2012
5 Tips for Leveraging Proactive Customer Care to Deliver an Extraordinary Customer Experience
Increasingly, automated self-service technology is enabling businesses to improve the customer service experience and secure long-term profitable relationships. By going beyond the traditional definition of customer service, Proactive Customer Care (PCC) solutions enable you to intelligently communicate with your customers when, where and how they prefer. Discover how PCC can help your organization rise to the challenge of servicing today’s "connected customer". Full Content »
27 results
of 3
Posted: 04/16/2010
Call Center Week Producer Interviews Call Center IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service


John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable. AT&T believes in innovation especially when it comes to serving its customers. In this exclusive interview Lisa Schulman, Call Center Week producer, sits down with Cushman, Vice President at AT&T Full Video »
Contributor:
Posted: 12/11/2011
PodcastImage
Archive: 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 "best practice metrics." They strived to quantify every possible element of the customer experience, confident that performance against this black-and- Full Podcast »
Contributor: call center week
Posted: 01/27/2015
Call Center IQ 2015 Event Portfolio
According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each other online, in-person or live conferences are a positive disruption to our usual routines.We are pleased to offer your industry the benefit of connect Full Whitepaper »