What Qualities to Hire on?

Dear Subscriber Thought you would be interested in the participants’ thoughts in this informative blog (of which I am included). http://www.toiletpaperentrepreneur.com/human-resources/what-qualities-to-hire-on There are 102 of them – I’m at #87....

Best Practices for Determining Contact Center KPIs

Dear Subscriber, Wanted to share this email I just received. Hi Rosanne, I’m writing to you today to let you know that your exceptional contribution on Focus has been chosen for inclusion in the Best Practices for Determining Contact Center KPIs briefing. Focus will...

First Call Resolution: How to Define and Measure

Dear Subscriber, First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%.  However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues! Repeat calls are...