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Latest insights

1. 

   Customer Experience

   Making continuous improvement truly continuous in the call center

   Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.

   Customer Experience

   Making continuous improvement truly continuous in the call center

   Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.

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2. 

   Customer Experience

   Call reduction: Four ways to cut customer contacts without sacrificing service

   From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.

   Customer Experience

   Call reduction: Four ways to cut customer contacts without sacrificing service

   From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.

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3. 

   Customer Experience

   First Call Resolution: Difficult to measure, dangerous to ignore

   First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.

   Customer Experience

   First Call Resolution: Difficult to measure, dangerous to ignore

   First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.

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