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…

How to Handle the Top 10 Customer Service Complaints

How to Handle the Top 10 Customer Service Complaints

Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Exceeding Customer Expectations Examples: 8 Scenarios On How To Deliver

Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…

Increase Contact Center Agent Efficiency With These 6 Tips

Increase Contact Center Agent Efficiency With These 6 Tips

A contact center’s efficiency thrives on individual agent motivation and mental stamina. However, an encouraging pat on the back or a management team cheer isn’t enough to produce the results you’re hoping for. The nature of a contact center agent’s job can already be quite demanding, so it’s important to strike a balance as you…

Live Chat: Why It’s A Must And Tips To Make The Most Of It

Live Chat: Why It’s A Must And Tips To Make The Most Of It

Gone are the days when live chat was an innovative support channel. Today, live chat is a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait for hours (or days) for a response. For your contact center, the benefits of a live chat process include slashing…

6 Strategies To Improve First Contact Resolution

6 Strategies To Improve First Contact Resolution

Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…