“When you call the call center today, your expectation is that the person that’s going to answer the phone on the other side will have knowledge around everything,” says Shahar Chen, CEO and cofounder ...

A widening generational gap between Gen Z agents and older customers is quietly dragging down First Contact Resolution.

Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Phone calls remain one of the most direct and trusted ways to serve customers - especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

No Jitter spoke with Corey L Savory, VP Global Customer Experience & Service with Traeger Grills about the customer experience she’s helped build over the last several years. Corey spent the first 13 ...