5 Typical Problems in the Contact Centre
The Contact Centre is normally at the heart of customer service in many organisations. They can support your customers when…
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 staggering 79 per cent…
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 answer they are looking…
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. Analysis of when customers…