8 ways to boost FCR in customer service

8 ways to boost FCR in customer service

First contact resolution is the watchword for modern customer service.  Once known as first call resolution, it has evolved alongside customer support to cover all channels from live chat to email. No matter how you approach FCR, every customer depends on it. After...
What is FCR and why does it matter so much?

What is FCR and why does it matter so much?

We’ve all had to call customer support at some point in life. And however simple or complex the problem, we want a speedy solution.  Is there anything more tedious than having to call back repeatedly to fix stuff that shouldn’t be broken in the first place? We...
Why does cultural diversity matter in customer support?

Why does cultural diversity matter in customer support?

We live in a connected world. One so interlinked that the Black Lives Matter movement put the spotlight on existing racial inequalities in just a few days. Today, there is a rising demand for businesses to stand up for representation in the workplace. With companies...
From call centre to customer support: a brief history

From call centre to customer support: a brief history

In the 80s, it would have seemed like science fiction to touch a tiny glass screen and get help from across the planet. But only a generation later, here it is.  Technical innovation has allowed us to get in touch with people in ways we could never have dreamed. This...