Chapter 6: Closing Remarks - Salesforce World Tour New York Keynote - 11/19/14

Chapter 6: Closing Remarks - Salesforce World Tour New York Keynote - 11/19/14

Chapter 6: Closing Remarks - Salesforce World Tour New York Keynote - 11/19/14

Keith Block, Vice Chairman and President, shares closing remarks at the end of the Welcome to the Customer Success Platform keynote, recorded in New York City on November 19, 2014.

By Vocalcom

7 Ways to Optimize First Call Resolution KPIs

Of all the metrics measured in contact centers to improve customer service, first call resolution, or FCR, remains a frontrunner. Also known in today's omnichannel world as "first contact resolution," the principle of resolving a customer's issue quickly and thoroughly essentially defines great customer experience while further cutting costs and increasing efficiency for contact centers. However, when time is so...
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