Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

What Are Your Contact Center Metrics Really Telling You?

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. Five Key Met­rics to Assess Con­tact Cen­ter Agents Fol­low­ing is an […]


The Business Case for First Call Resolution

The Business Case for First Call Resolution

Keep­ing 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 Resolution

Altitude Software Flies High With First Call Resolution

Con­grat­u­la­tions to José Fon­seca, Exec­u­tive VP of Cus­tomer Assis­tance, for lead­ing the charge to improve first call res­o­lu­tion (FCR) at Alti­tude Soft­ware. Altitude's Tech­ni­cal Sup­port depart­ment con­sists of highly spe­cial­ized engi­neers with strong tech­ni­cal skills. Real­iz­ing the ben­e­fits to be gained by bet­ter man­ag­ing both the tech­ni­cal and com­mu­ni­ca­tion aspects of cus­tomer inter­ac­tions, Alti­tude embarked on […]




Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.