5 Ways to Grow a Culture of Customer Loyalty
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. (more…)
Posts Tagged ‘FCR’What Are Your Contact Center Metrics Really Telling You?April 12th, 2010 by Vasudha DemingThe Business Case for First Call ResolutionJanuary 7th, 2010 by Peggy CarlawKeeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain.       |
||||
