The most important time for companies and their employees to receive and respond to customer feedback is when the customer is right in front of them.
Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…
Quality assurance can provide contact center agents with the guidance they need to treat customers respectfully, address their needs efficiently, and …
First call resolution is an important term. It's also a somewhat muddy one. But organizations that can get FCR right stand to clean up big time.