First Call Resolution

According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, br...

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study s...

Far more than a seminar about best contact center practices, Call Center Week has become the definitive breeding ground for customer management discourse. From exclusive case studies, to frank deba...

My AT&T package (phone, internet, wireless and TV) has been underperforming for the past few months. They replaced the modem, which apparently they do quite often as the UPS store in my area indica...

For a little over three years, information technology companies serving the service industry have been advocating call back technology. Before you rush out and spend unnecessary capital, consider w...

According to the 2011-2012 Proactive Customer Care Product and Market Report by DMG Consulting, it costs $5 to $25 for a typical inbound customer service call and potentially less than $.05 for an aut...

Increasingly, automated self-service technology is enabling businesses to improve the customer service experience and secure long-term profitable relationships. By going beyond the traditional defin...

Few metrics have made contact center managers drool like first-call resolution has. And with good reason: FCR has been shown to have a significant impact on customer satisfaction, operational costs...

This might be a world of "strategic calls" and revenue-driven customer service, and it is true that metrics like average handle time are losing meaning for many organizations, but do not dare assume...

Thanks to a consistent professional aspiration for innovation, topics like first call resolution and contact center outsourcing come across as unappealingly dated within customer management communit...

When Bank of America’s utterly-illogical, thankfully-reconsidered idea to charge customers a fee to use their debit cards for transactions replaced Netflix’s pricing fiasco as the punchl...