First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of...
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History’s Most Powerful Consumer Movement?
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now...
Read More >>>And Now for Some… ahem… Breaking News…
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession –...
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