Category Archives: Customer Service
Our Customers are Driving Innovation
Return on Customer Relationships
Every CSR Needs to Understand Their Importance
Why Leadership is SO Important in Customer Service
Customer Expectations
Efficiency vs. Business Value
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Why Do We Need Good Service Across The Board?
Perspective on First Call Resolution
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...
Read More >>>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...
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