There are many solutions on how to improve the first contact resolution (FCR) rate. Before you can start making improvements you need to know the current situation. What is your current contact resolution rate and first contact resolution rate? Understand what your contact points are and how you measure the contact resolution rate inside these…
Cut to the chase – You can go directly to the calculator by clicking the button below! Increasing First Contact Resolution rate (FCR) can make a huge impact to the cost savings in your customer service. We have all experienced it – a lengthy customer service journey where a customer needs to make repeated contacts…
Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other business units to keep up with anything that may impact service levels. One metric that Customer Service Leaders constantly monitor is ticket volume and even if it might sound like a…
Do you know what your customers (really) think about your business? Or do you just think you know? Having a ‘pretty good idea’ or even a ‘solid gut sense’ is not cutting it. Instead, you should be relying on real intelligence obtained by … wait for it … asking your customers! Agreed, the solution is…
The job satisfaction of customer service staff is affected by many drivers that are common to work in any sector, such as the workplace culture, team spirit, and the quality of supervisory work. Surveypal has studied the drivers of well-being at work in customer service organizations among our customers and literature & research revolving around the subject. If…
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