Recent posts by:
Bill Durr
Shakespeare once suggested that the labels we give things don’t really matter. While it is futile to word-duel with the Bard, I suggest he may be wrong. The words and the labels we give things matter. For example, take the name of a common workplace in our industry.  For many of you, the answer ...
First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising that most contact centers attempt to rigorously ...
Did you feel the ground just shake? Seismic shifts don’t happen that often in contact center land. But, gasp, quality monitoring (QM) is changing.
Net promoter score. Customer satisfaction. Loyalty. Wow experiences. More and more I read about companies trying to achieve increases in these kinds of things. And while I suppose initiatives designed to address these sorts of things have value, I increasingly feel enterprises are chasing after the ...

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