Archive Tag: Quality Monitoring

Archive Tag: Quality Monitoring

26 Mar

Agent Empowerment and the Unhappy Customer

Jim Tincher

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]

14 Oct

A Customer-Centric Approach to First Call Resolution

Greg Levin

Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]