The ability to sense danger before it occurs is paying dividends for many organisations both in maintaining high performance levels and reducing costs.
Insight and commentary based on 28 years experience in the gritty reality of doing.
In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..
We caught up with Alan Kelly, MD of Unipart Expert Practices, earlier this month to discuss the relevance of process and agility in promoting success throughout the supply chains of today—and..
Posted In Healthcare
NHS Improvement’s recent report reveals the startling figure that an additional 280,000 non-emergency surgical procedures could be undertaken within the NHS in England, as a result of improved..
Posted In Contact Centres
Many articles have been written on the subject of First Call Resolution (FCR).¹ Topics range from FCR benchmarks, formulas and metrics, to resolution rates and even the first call resolution..
The definition of first contact resolution (FRC) is exactly how it sounds. It is having the ability to resolve a customer's issue with a single interaction, this could be a single phone call,..
Posted In Utilities
We have previously exploredthe top challenges within field operations for operational leaders and how to solve them, however, in order to get to the root of the productivity issues, it is crucial..
In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.