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Featured
Oct 6, 2017

Are Your Call Center Metrics Lying? 4 Questions To Ask About Call Center Analytics

In the world of customer service call centers, first contact resolution (FCR) measures how many customers had their issue resolved after just one communication touchpoint with a service agent. The related metric of talk time, or how long an agent spends communicating with a customer, is often examined in conjunction with first call resolution rates. However, when analyzed in a vacuum, these two numbers can lead to a dangerous misinterpretation of call center metrics.
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Jul 19, 2017

5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.
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Dec 30, 2016

3 Ways to Keep Your Knowledgebase in Great Shape

Creating and maintaining a knowledgebase is like going to the gym. You know you should do it because it will be good for you in the long run, but it's difficult to get motivated. And despite what those late-night infomercials might say, there really isn't a quicker, easier way to get to the end result -- not for fitness, anyway. But there is an easier way to create and maintain an accurate knowledgebase despite constant organizational changes. Here are three ways to tackle the task of knowledge management without losing your head.
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