The Salesforce Conversations with Peter Schwartz and John Hagel

The Salesforce Conversations with Peter Schwartz and John Hagel

The Salesforce Conversations with Peter Schwartz and John Hagel

Join Peter Schwartz, SVP, Strategic Planning, Salesforce as he welcomes John Hagel, Director Deloitte Consulting LLP and Co-Chairman, Center for the Edge, into the Salesforce LIVE Studio for a chat about how the economy, organizations, and business will work in the hyper-connected economy.

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...
View Full Article