First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what […]

For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just […]

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Or you’re not sure how […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]

Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service. Many are just beginning to explore the idea, asking how a virtual contact center […]

It’s time for brands to come to terms with the truth: what kept them afloat a decade ago threatens to sink them today. From operations to training to managing the […]

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet” and contact center sales and profitability were not on the radar. Like so many […]

Recently, I stumbled upon a terrific article in the Harvard Business Review, “Kick-Ass Customer Service.” (The title alone makes the article a must read.) In it, the authors do two […]