When it comes to contacting customer service, most people are used to speaking to a real human, who can answer their questions and help them find solution to their problems. But every once in a while we stumble upon a software which sends us automated emails and helps us find solutions on our own. This automation is not for everyone […]
After we shed some light on what the self-service channels are, it is time to look at some wrong practices, which can quickly turn their benefits into negatives – a moment that is too often neglected and even more often a result of unconsidered self-service channel implementation.
Unintuitive interface
How many pages your customers should navigate through, to find the information they […]
Measuring First Call Resolution (FCR) precisely is not an easy task. The good thing is, customers don’t care if or how you measure FCR, they just want you to achieve it.
However, this doesn’t mean measuring FCR isn’t important, so don’t sweep it under the rug just yet. By getting the exact metrics for your FCR, you will find out if […]
One of the greatest illusions of the modern business is that there is no connection between customers’ call center experience and customers’ loyalty. If you are asking yourself what is the correlation and how does this whole thing work – we will break it down for you in this article.
A recent research analyzed if the customers’ experience with a company’s […]
Getting customers to love your company is a hard thing to do. However, it is not impossible.
Except for the quality of your product, the next most important role in your company’s success is played by the customer experience that it provides. Your customer service department should be an well-oiled machine, but great customer experience should be a primary object for […]
First Call Resolution (FCR) is one of the most powerful and valuable metrics, because it serves as a KPI for customer experience as well as operational performance and efficiency. However, measuring FCR is challenging when it comes to customer perspective or whether their inquiry was resolved to their satisfaction.
But let’s see what exactly FCR is. According to the International Customer […]