Understanding the right KPIs within a call center is critical to success. One of the most well known technical call center KPIs is First Call Resolution (FCR).
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Category: Customer Satisfaction
Consumer Trust (Part 2)
Read the first part here Customers’ Preference for Innovation In this world of ever-increasing change, companies have the chance to improve customer trust through innovative
Read moreConsumer Trust is at an All Time Low
In recent years, customer dynamics has become a very sensitive topic to brands and service providers in particular. The customers’ preferences and likes have slowly
Read moreNine Commandments
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is
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The Voice of the Customer
There are many ways of learning what is essential in your business. However probably the most powerful and least practiced is that of Customer Feedback.
Read moreManaging Technical Teams
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to
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