You need to make sure that your customer’s end-to-end journey, their customer experience, is seamless as they move from one […]
Customer service in the call center today is a rapidly changing landscape. More and more companies are figuring out that […]
Most contact center organizations no doubt believe they are customer-centric, and they do indeed try to back that claim up […]
Intradiem invited Donna Fluss, President of DMG Consulting and a leading contact center and back-office operations and technology expert, to […]
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]
Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]