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Stop and look

Feature articles discuss the state of the industry, new approaches and impacts on contact centres.

The egg-timer dilemma: measuring first call resolution

The egg-timer dilemma: measuring first call resolution

by Jason Hime

Thu, Apr 23, 2009

Years ago measurement was all talk - talk time anyway. Short talk time meant more calls could be handled so there would be shorter call queues and customer satisfaction would rise - right? Wrong. If anything metrics such as these helped to drive down customer satisfaction as real customer insights and detailed problem resolution were sacrificed at the altar of corporate cost-cutting.

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Don’t just twitter about, get relevant

Don’t just twitter about, get relevant

by Simon Burke

Thu, Apr 23, 2009

In case you've missed it, the next big thing in marketing and customer service isn't twitter - it is relevance. While the entire world is a-flutter with twitter and social media (blogs, facebook, Linkedin etc) they are merely a reaction to the consumer push for more relevant communication (on their terms).

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