Measuring FCR

Measuring FCR: Timing Affects Feedback Validity

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...
Basic Training for New Team Leaders

Basic Training for New Team Leaders

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...
The Impact of Mobile

The Impact of Mobile

No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...
Avoid supervisor training failure

Avoid Supervisor Training Failure

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
lost art asking questions

Lost Art of Asking Questions Is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...
Call-Center-Inside-View-Feature

Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
WFM Budget Prep

WFM Budget Preparation: Calendar Days

Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...