7 Examples Of Bad Customer Service (And How To Fix Them)

7 Examples Of Bad Customer Service (And How To Fix Them)

No business can afford to underestimate the importance of positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year. What is Bad Customer Service? Bad customer service can be defined as…

6 Proven Ways To Increase Contact Center Productivity

6 Proven Ways To Increase Contact Center Productivity

Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…

6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…