Here’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. Now, what might seem like the bad news: You are expected to […]
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. […]
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 […]
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