Shaping Your Customer Access Strategy for Social Media

(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 center invariably assumes a more central role as resource requirements for listening and interacting become evident. To put effective services …

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Perspective on First Call Resolution

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, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully. Several important lessons have …

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