Stress within a call center environment is an undeniable reality. More often than not, call center employees face stress that is multifaceted and difficult to handle. The high-intensity work environment combined with ambitious performance targets and conflicting role requirements -presents varied challenges to employees and leaves them drained.
Day: November 16, 2016
The new age customer has a very short attention span, and even lesser patience. Now, that shouldn’t come as a surprise to you under present conditions, where the world is dictated by breakneck internet speeds and swelling mobile data usage. However, if your business still relies only on conventional mediums of interaction with customers, I …
All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ is what matters the most, as it is one such term which can be a true measure of efficiency, performance and customer satisfaction quota, all at once.