2011 Customer Service First call resolution Surveys 
CSM Magazine
SEPTEMBER 21, 2016
So why then would government care about providing good customer service? ” Notably, though, it does show generally improved scores for government agencies when compared to last year’s survey. Federal Government, it all started April 2011 with an edict from the top. When it’s shouted across social media.
bold360 Blog
NOVEMBER 25, 2019
Customers expect agents to have all the answers even as technology, products, solutions, and engagement channels get more complex. Frontline agents know that first-call resolution is key to customer satisfaction, but only 35% of them achieve this. Ovum reports that agents today are facing increased complexity.
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