Student Perspective: Anna King (MBA 2015)

Student Perspective: Anna King (MBA 2015)

Student Perspective: Anna King (MBA 2015)

Appreciative of her two-year experience at Harvard Business School, Anna King reflects on the community and close relationships she’s established, and her hopes for the future.

By Vocalcom

The Secret to Faster First Call Resolution is No More

Cost per contact (CPC) is the call center’s most volatile operating expense. The longer the average talk time, and the higher the number of times the customer must interact before getting a resolution, the more expensive the call’s resolution. It’s a relatively simple concept. CPC is also the metric with the most potential for improvement; therefore, the software that helps...
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