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 ‘first call resolution’What Are Your Contact Center Metrics Really Telling You?April 12th, 2010 by Vasudha DemingDoing More With LessFebruary 8th, 2010 by Seth BricknerHere’s the good news: The fact that you are reading this likely means that you’re still employed. While others in this current economy may find themselves unemployed, your company’s management continues to believe in you and your ability to help it achieve its goals. The 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. Altitude Software Flies High With First Call ResolutionJanuary 2nd, 2010 by Peggy Carlaw Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software.Motorola: Relentless in the Pursuit of Improving Customer SatisfactionDecember 31st, 2009 by Peggy Carlaw
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Motorola’s Home Networks & Mobility Division partnered with Impact Learning Systems and 
