The Contact Centre is normally at the heart of customer service in many organisations. They can…
Tag: First Call Resolution
Interactive Intelligence reveals it takes up to 5 agents to solve 1 customer complaint
An Interactive Intelligence commissioned survey reveals the stark reality of today’s customer service industry with a…
Netcall Survey: 95% of consumers say contact centres fall short on FCR
Netcall Survey: 95% of consumers say contact centres fall short on FCR- Not giving consumers the…
Getting it right first time just became more important than ever
First Call Resolution has always been a bit of a mantra in the customer service industry.…