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 […]