Articles about first call resolution

Increasing competition, rising customer expectations, and an uncertain economy have created an even greater need to strengthen customer relationships and maximise customer retention. Here are some expert tips on improving customer retention and ensuring loyalty.

Last week Alex Coxon investigated the biggest problems facing call centres today.
This week it is time to look at some of the solutions.

Call centres are at the front line of customer service. But many things can stand in the way of optimum service provision.
So, what are the biggest problems facing call centres today? And crucially, how can they be overcome? In a two-part series Alex Coxon investigates.

Many contact centres use balanced scorecards to track performance.    But what is a balanced scorecard and how does it work?  Charles Baker explains.

Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.
When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality [...]

Asking the right questions is key to getting the right answers.  This week we look at effective questioning techniques…

We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time.  Why?  Because they are easy to measure.
Richard Snow’s research indicates that they may have gone past their sell-by date.

Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this.