Probably the most popular phrase in the world of customer service, maybe even the whole business world, is the famous The customer is always right.
No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple...
Key performance indicators (KPIs) for customer service are a great way to measure the success of your team. However, there’s a catch:
Many companies don’t focus enough on them or overly focus on..
FCR or First Contact Resolution is a metric that can drastically improve customer experience when used appropriately. However, it comes with a few drawbacks and traps you have to watch out for.