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The Journal: Contact Centres

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

Future Trends: Robotic Process Automation and the ERP

27 Feb 2020

Posted In Productivity, Customer Service, Contact Centres, Supply Chain, Manufacturing

  The invisible robot army that will drive forward business productivity One of the new tools of the future, in this age of Industry 4.0, will be Robotic Process Automation (RPA), and it has the..
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What is avoidable contact and how do you implement it correctly?

24 Jan 2018

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

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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Getting to First Contact Resolution - 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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