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The Journal: Contact Centres

Insight and commentary based on 28 years experience in the gritty reality of doing.

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Contact Centres, Utilities, Financial services, Water, Engage & Improve, Customer Service

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..
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How to improve first call resolution (and not just measure it)

10 Oct 2017

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 industry..
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What is the definition of first contact resolution and why is it so important?

04 Oct 2017

Posted In Customer Service, Contact Centres

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, email..
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