What is First Call Resolution (FCR)?
If you've ever contacted customer support and been told your issue was resolved, only to have to call back to fix the same problem, it's because the company didn't meet their First Call Resolution (FCR) expectations. This metric […]
6 common mistakes that impact customer effort
A good customer success team is always striving to improve the customer experience and make using the product/service easier. However, before you begin improving the customer experience, you must first understand what's causing negative or high-effort customer experiences. There are several ways […]
Customer Effort Score (CES): What it is, and how to measure customer effort
As a customer service leader, you strive to make your customers' lives easier, right? In this article, learn about the Customer Effort Score metric to understand how customer effort impacts revenue and loyalty. But taking a step back, it's a fact that most customer service professionals are familiar with both […]
