The predominantly online retailer Amazon.com announced in a news release at the start of this year (January 2026) that it is changing course in its engagement in brick-and-mortar retailing. Its plan, already in motion, is to concentrate on the physical chain stores of Whole Foods Market (acquired in 2017), while closing the unmanned store chain… Read More
Differences and Conflicts Between Metrics of Response to Customer Service Calls
First Call Resolution (FCR) is a key performance indicator for service call (contact) centres. The indicator pertains to success in achieving a resolution to a problem or an issue raised by a customer in his or her first call made to a contact centre. The metric of FCR success rate (%) usually concerns phone calls,… Read More
Consumer / Shopper / Customer Behaviour 