Tag: first-contact-resolution

Still getting to grips with call center metrics and which ones are the most important? This...

Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct...

So, you want to be a call center manager? Maybe you’ve worked in the customer service...

Recently, we saw a catastrophic customer service meltdown at Southwest Airlines, initiated by an unforeseen IT...

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Measuring and improving call center metrics can be a pain point for executives. Your call center operates...