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Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Improving First Call Resolution rates in your contact center
First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.
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Cobrowse
Customer Service
Why Invest in Improving Customer Experience?
Customer experience is the key to winning customers’ hearts. The quality of the product, the fun website, the friendly customer service – all of these pieces come together to create an experience that will grow loyalty and bring back repeat buyers.
Customer Service
5 Ways Retail Can Provide Outstanding Customer Service
The fall and winter holidays mean both more business and more customer service requests. This is a great time of the year to strengthen your retail business’ reputation as a leader and cement customer loyalty.
Cobrowse
Customer Service
Top 5 Cobrowsing Articles of 2015
Cobrowsing is a key part of today’s customer service strategy. The ability to share a view with customers is critical for solving problems, improving understanding, creating better outcomes, strengthening customer loyalty and more.
Cobrowse
Video
Video Collaboration: Bridging the Online Gap between Businesses and Clients
Communication – online or offline – is important in any business, especially when interacting with potential clients. It’s the foundation for gaining consumer trust and forming lasting relationships. After all, successful collaboration stems from clear and effective communication.
5 Tips for Delivering Effective Screen Sharing Sales Demos
As the clock counts to the hour of your sales demo, you’re going to have a lot on your mind. You’ll probably be mulling over everybody’s names, their roles, what things you’re going to focus on, what you’re going to say, how you’re going to lead in, what jokes are appropriate, things to avoid…
Cobrowse
Customer Service: Give Thanks to Your Customers
Customers. Without them your business (and mine) would have nothing. We can give them discounts on Black Friday or send a card around the holidays. But while that’s a nice way to say “thank you,” it also has short-term impact. Better to show you’re grateful by improving customer service.
Cobrowse
Customer Service
Conquering Fear: Using Cobrowsing and More for Customer Retention
Fear is an incredible motivator. When I was little, I used to go fishing with my grandfather on Lake Ontario. He taught me the old cliché that to catch a fish, you have to think like one.
Women in Technology: Promoting Equality in the Workplace
You would think that by now men and women would be treated with equality in the workplace. But it’s clear that’s not the case. Just compare the number of men vs women in technology companies, the number of male CEOs vs female CEOs, the salaries of men vs women in equal positions – and that’s just a few examples of workplace inequality.
Customer Service
What is the #1 Way for Any Company to Improve Customer Service?
What’s one of the top ways to stand out from your competitors? A better product? Smarter employees? More money to spend?