Rework

Welcome to the Rework subject.

Rework 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

How to Measure Resolved Live

Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View

Resolved Live - What Level?

Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View

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