first call resolution Tag

19 Jun Contact Center Speak: QA Metrics and Terms Slideshow

Posted at 07:00h in Customer Satisfaction Blog, Favorites, QA Metrics by Cassandra Vincent

Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...

28 Nov Don’t Assume your Customer Service Agent is an Idiot

Posted at 07:00h in Agent Training/Retention, Customer Satisfaction Blog, Favorites by Cassandra Vincent

If your customer has been through the online FAQ, searched the product manual, tried finding a solution on Youtube but still needs help, their next step is a call to your customer service team. The quality of agent service they receive reflects directly on your...

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