Three Themes for Transformation: Simplify, Reinvent, and Unify

Three Themes for Transformation: Simplify, Reinvent, and Unify

Three Themes for Transformation: Simplify, Reinvent, and Unify

President of Digital and CMO at Walgreens Co. Sona Chawla discusses the three themes Walgreens is embracing to transform itself into a company ready to succeed in the age of the customer.

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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