Business Achieving First Call Resolution

1. First Call Resolution (FCR) is a critical determinant of customer satisfaction—whether your systems and policies make this possible or not. Customers expect to bring…

Presentations & Public Speaking Don't guess your customers experience

1. Don’t guess yourcustomers experienceConsider these 5 metrics 2. Improving the customer experiencedoesn’t have to be a guessing game 3. It takes 12…

Sales Effortless experience

1. EFFORTLESS EXPERIENCE Chapter Three: “The Worst Question a Service Rep Can Ask.” Shashank Kapoor 2. RECAP MYTHS ... BUSTED in chapter 2 • Most think: Customers want…

Documents The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing,.....

The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing, Enkata Why Measure First Call Resolution? Save $$: Eliminating repeat calls…