Colin Taylor
Top Industry Secrets for Successful Contact Center Scripting
When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words of a film, play, broadcast, or speech” and as “a piece of paper on which a doctor writes the details of the medicine or drugs that someone needs” (in other words, a ”prescription’”). My experience...
The Customer Experience and the Call Center
Like culture, all companies deliver a Customer Experience. Also like culture, it isn't always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is...
Measuring FCR in your Call Center
FCR is a popular topic we see on our call center consulting engagements.Yesterday’s post dealt with the cost of ineffective call or contact resolution, citing an 80% First Contact Resolution (FCR) rate will add 25% to your average cost per contact and the importance...
Calculating the Cost of FCR
As a Call Center Consulting firm we have access to numerous studies and interesting research articles. A recent study by the CFI Group suggested that one in five customers come away from a contact centre interaction with unresolved issues. This would suggest to me...