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 […]

TechStyle Fashion Group, a Los Angeles-based online retailer of JustFab, Fabletics, ShoeDazzle, and Fabkids apparel, merges advanced technology with the latest fashion trends to offer a highly personalized, one-of-a-kind shopping […]

Improving customer service can be as difficult as solving a complex puzzle. Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA […]

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders […]

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training, training and coaching. QA reviews continue apace. Agents struggle to […]

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 […]