Essentiel ConsultingHey! How’s your week shaping up? Let’s dive into a topic that’s been on my mind lately: the whole offshore vs. onshore contact center debate. There are a lot of myths out there, and I think it’s time to set the record straight. First up: Quality. The idea that “offshore = bad service” is outdated. […]
Did you know that recent studies indicate a growing preference for digital channels among customers, yet voice remains king for complex issues? This kind of insight is invaluable. It helps us allocate resources more effectively, ensuring that we’re meeting customers where they are most comfortable.
I have been managing the FCR KPI for many years FCR, or First Contact Resolution, is a metric that measures a contact center’s ability to resolve customer inquiries or problems in a single interaction. It is a key performance indicator (KPI) that is important for any organization that provides customer service, as it can have […]