Monthly Archives: August 2011

Shaping Your Customer Access Strategy for Social Media

Posted on August 15, 2011 by Brad Cleveland

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices.  To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact … Continue reading →

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Perspective on First Call Resolution

Posted on August 1, 2011 by Brad Cleveland

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, … Continue reading →

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