When BNY Mellon Shareowner Services took a look at its call center tactics, the executive team was on the lookout for typical CSR benchmarks—speedy service, productivity goals and satisfactory ...

A typical customer will not call back a call center. Not only does this keep costs high, but it decreases customer loyalty and increases turnover.SQM Group suggests there is a 20 percent drop in ...

You want to define, and measure, your success criteria. You need to know what the logical endpoint is, the winning condition, of all the effort and resources you expend to operate your call center.

Call centres continue to play a major role in how customers, especially ones that have complaints, engage with a company. They are on the front lines of evolving customer service trends. On a day to ...

Contact: Matthew Achak Managing Partner First Call Resolution 206-954-6598 First Call Resolution Now Hiring in Coos Bay, Roseburg and Grants Pass ROSEBURG, OR, September 15, 2012 First Call Resolution ...

It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment. First Call Resolution (FCR) has been and remains the #1 driver of customer ...