Resolved Live

Resolution Live

Resolved Live is in the Quality category. - View all

Knowledge Bankview more…knowledge bank rss

A 'Box' Full of Quality

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

Call Type Tracking Process

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

Toolkitsview more…toolkits rss

Balanced Scorecard of KPIs & Objectives (All Levels)

Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View

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