Tag: FCR

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...

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...

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...