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First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower costs for your brand and- most importantly- a fantastic experience for your customer. So, how can we improve that all-important First Contact Resolution?… 1.Ask the […]
The Contact Company Work-based Apprenticeships and Learning Coordinator, Stuart Lindsay, tells us what he gets up to on a day-to-day basis… 5:45am Up for work, showered, then down to let the dog out. I grab a cuppa’ and toast, then it’s on the train to work. 7:20am I arrive at work and pop in […]
Live chat can be a vital method of customer support in the vast world of online shopping. No matter how user-friendly you aim to make your customers’ online shopping experience, difficulties can still arise. In a survey by LivePerson, 83% of consumers admitted to needing support to complete a purchase. As a brand, it’s your job […]
We’ve said it before and we’ll say it again: these days the customer experience is a key driver for consumers when it comes to selecting brands to invest in- it’s not just about the pennies anymore. In fact, when surveyed, 55% of customers admitted they’d be prepared to pay more for a better customer experience […]
The world of customer service is constantly moving and evolving, but there are standards and pillars of success that remain the same. Here are the 6 things you may be doing wrong. Are you guilty of any of these customer service blunders? If so, don’t panic, we’ll have you sorted in no time… Hiring […]