measurements
Lay the Groundwork for a Customer-Focused Culture
February 09 by Carolyn HallCorporate culture, as any business textbook will tell you, is tricky to define, and trickier still to change. Culture cannot be created with the flick of a switch or simply imposed. Businesses are i...
Rev Up Your FCR Rate
October 12 by Greg LevineFirst-contact resolution has been a hot call center metric for years now. There are white papers and articles galore on the topic, and entire conferences and online forums dedicated to it. Most tell...
CFI Group's Sheri Teodoru on Onshoring and Contact Center Satisfaction
September 29 by CCW Digital EditorSheri Teodoru, CEO of CFI Group, discusses onshoring trends, working with the government, the Contact Center Satisfaction Index, and women in leadership at the 11th Annual Call Center Week in Las Ve...