Call Center Training
All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ i...
Contact center employees are accustomed to dealing with different kinds of customers having varied issues. But sometimes they are faced with situations ...
Ever thought of a nightmare where you buy a product or sign up for a service and it utterly doesn’t live upto your expectations, and you have no means o...
Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one un...
Your call or customer contact center works as a conduit for the interaction between your company and the general public. Thus, naturally, the nature of ...
“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq Call centers and contact c...
First contact resolution (FCR) refers to a customer’s issue being fully resolved during the first interaction with a contact center. FCR is a vital key ...
Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to tho...
It is a well known fact that one of the most important metrics or parameters based on which performance of a call center and its workforce is decided is...
Fast Clear Down or FCD refers to the situation when a customer calling the contact center, upon hearing a delay announcement via the IVR, hangs up the c...