Fonolo
JANUARY 11, 2022
Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup. DID YOU KNOW?
Fonolo
NOVEMBER 17, 2020
The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).
Callminer
AUGUST 1, 2017
Published in Human Resource Management , an independent study conducted in a real-world work environment concluded that workers in an office with motivational pictures increased their performance success rate by 33% compared to call center employees with the same task in an office lacking motivational art.
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