Help Your Agents Improve Their First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
What is First Call Resolution in Call Center Metrics?
Still getting to grips with call center metrics and which ones are...
How to Overcome Challenges with Your Call Center Metrics
Contact center reporting can be stressful for even the most seasoned managers...
How to Improve Contact Center Agent Performance
Your comprehensive guide to upskilling and increasing the abilities of your contact...
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How to Prepare Your Call Center for Open Enrollment [Guide]
Open enrollment is one of the busiest and most stressful times of...
What Customers Want and Expect from your Call Center
Certain commentators in the customer service space have been predicting the death...
Top Call Center Metrics You Need to be Tracking [Live Discussion]
Everyone knows how important it is to monitor metrics, but do you...
9 Critical Contact Center Trends for 2018 [White Paper]
Today, changes to the contact center are a response to consumer behaviour,...