Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. In this article we’ll share a few platforms that we’ve had success with at FCR. Now that you know some of our favorite features in an LMS, here are three platforms we’ve seen in action at FCR that you might want to take a look at: Lessonly.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Technology Customer Service Contact Center 74

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. Before creating a quality form for a program at FCR, we first interview our clients to understand the type of experience we should be consistently delivering to their customers. Click here to read the original.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. We’re rapidly approaching three years since I joined FCR as Head of Quality. From the business standpoint, it’s tempting to manage to a support budget and scoff at the price tag associated with improving service levels. Click here to read the original.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. In live chat and in customer service in general, first contact resolution (FCR) is everything. Determination.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Zendesk

JULY 30, 2021

This integration connects with your Crowlingo deep learning models to automatically tag new incoming tickets by the criteria you define, such as Topic, Issue, Priority, or Sentiment. This exit ticket helps track KPIs such as NPS, FCR, and customer satisfaction. Verse for Sell.

E-commerce 52

E-commerce Construction Sales Government 52

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Practice #4: Use custom fields instead of tags. Both tags and custom fields have their place in Zendesk for adding additional data points to your tickets, but for most cases, we recommend using custom fields.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63