2002 Contact Center First Call Resolution Interaction 
GlowTouch
JUNE 21, 2021
Contact center agents are the ‘faces’ of the clients because, for the end user, the person on the other end of the phone or chat or email represents the brand. We were an early adopter in live chat, initiating the channel in 2002. More people using more tools more often means more is expected from service agents. Work-from-Home.
GlowTouch
JULY 13, 2020
Customer support issues not resolved on first interaction have a direct correlation to lower customer satisfaction results. Several years ago, a company called Bell Canada met this challenge. ” For instance, customers that would order a particular product or feature would often call back to ask usage-related questions.
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