What is First Call Resolution in Call Center Metrics?
Still getting to grips with call center metrics and which ones are the most important? This...
Tag: first-contact-resolution
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5 Tips for Perfecting Social Media Support
Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct...
Think You’re Cut Out for Managing a Contact Center? Take this Quiz
So, you want to be a call center manager? Maybe you’ve worked in the customer service...
How to Avoid Pissing Customers Off on Support Calls
Recently, we saw a catastrophic customer service meltdown at Southwest Airlines, initiated by an unforeseen IT...
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The Executive Guide to Improving Your Call Center Metrics
Measuring and improving call center metrics can be a pain point for executives. Your call center operates...