Interview with Sharon How from Barbour ABI at Customer Contact Expo 2014

Interview with Sharon How from Barbour ABI at Customer Contact Expo 2014

Interview with Sharon How from Barbour ABI at Customer Contact Expo 2014

Hear from Sharon How from Barbour ABI on how recruitment has changed over the last 18 months from being employer driven tonnow more of an employee decision making process.

By Vocalcom

How to Measure First Call Resolution

Contact center agents handle a high volume of customer service interactions on any given day, making efficiency a challenge. Many contact centers place a great emphasis on first call or contact resolution, also known as FCR, demanding that agents do all they can to resolve cases quickly. The trouble is that all too often, the quality of the customer experience...
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