Measure, Benchmark and Improve Customer Service

Customer loyalty is hard to come by, and it’s even harder to keep. The two things consumers want most—omnichannel consistency and an effortless customer experience—are moving targets. Constant innovation is a brand’s best hope for survival and growth...

Just imagine what you could accomplish if call center attrition were a non-issue.
Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers.
As you built out your team, established agents would help guide newer agents and keep them engaged....

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work.
Your FCR rate is the pulse rate of your organization. When it’s high, operating costs are minimized and customers are happier. When it’s low, your team is wasting valuable energy and resources on processes that aren’t working....

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect...