Being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.
In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future
The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?
Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.
Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Here are the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner.
From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...
As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?
More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. But planning a successful cloud migration can be a challenge.
Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.