One and Done: First Contact Resolution
Originally published in Contact Center Pipeline, May 2012 Have you ever picked up the phone to call a business, all the while thinking "I sure hope they are unable to handle my issue during this call and I need to call them back at least once to get this resolved"? Of course not. Any contact received from a customer comes with a set of expectations, and surely one of those is that the issue will be completely resolved by the time the contact ends. First Contact Resolution (
The Moment of Truth
Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I need to call. I won’t text, or email, or post or tweet this one. I won’t even check your app or website to see if I can self-serve
Closer to the Customer
Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today it is a best practice followed by the vast majority of us. Customers now have a voice, and contact center leaders have direct insight into the service improvements most valued by customers. And
To NPS or Not NPS
Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recommend our company/product/service to a friend or colleague”? The concept was presented in a Harvard Business Review article in 2003 and continues to spark debate across the business world. In many organizations it