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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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Customer Service
Customer Service: Pretty Please Get it Right the First Time
This guest post is written by Jeremy Watkin, Head of Quality at GoFCR.com and co-founder of CommunicateBetterBlog.com.
Cobrowse
Customer Service
All I Ever Needed to Know I Learned in Customer Service
A company’s brand is a promise. Behind that promise are the people who are working to deliver on it every day through personal relationships with customers.
Customer Service
5 Must-Read Customer Service Blogs
I am, of course, a big fan of the Glance blog when it comes to customer service advice. But far be it from me to think that we are the only ones out there.
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Customer Service
Customer Service: 4 Ways to Reduce Effort
As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.
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Customer Service
Chat + Cobrowse: In-Person Experiences For Retail Mobile Customers
This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.
Customer Service
Customer Service Excellence: Virgin America
According to Gartner, by 2016, 89% of companies expect to compete mostly on the basis of customer experience. That means that if you aren’t already investing in the tools you need to produce an excellent customer experience, you are rapidly falling behind.
Relationship Marketing: The Key to Maximizing Brand Loyalty
All customers have one thing in common: they make purchasing decisions based on their existing emotional standards (Aitchison 2004, 26). These standards are subjective: mothers might want to nurture their children, men might want better cars to enhance their image, executives might want to enjoy exclusive benefits, and so on.
Customer Service
5 Customer-Centric Attributes To Look For In Your Next Employer
This guest post is written by Ben Motteram, customer service expert and Founder and Principal, CXpert.