Customer Service Training First Call Resolution Omni-Channel Social Media 
Call Center Pros
SEPTEMBER 3, 2018
By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.
Stella Connect
JANUARY 25, 2018
Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue. .” – Blake Morgan (@BlakeMichelleM ).
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