Welcome to the Call Avoidance subject.
Call Avoidance is in the First Contact Resolution (FCR) category. - View all
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
Activity codes are management tools to identify call types. The attempt here is to try to CRM your ACD. It relies upon agents to input co… View
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View
Develop a process for establishing your call 'types'for avoidance. (Youcan get Visio Viewer from this site) … View
So much time is lost in contact centres through ineffective questioning and poor listening. If we get it right we achieve first time fix and … View
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