Rick, who is unhappy with the increased frequency of repairs that his current car requires, intends to buy a new car to replace it within the next six months. Sandy, on the other hand, has her mind set on buying a bicycle in the coming month to help her move around more freely within the… 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 