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...
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. ...
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what...
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They...
