Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.”

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.”

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132