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Measure Results The State of B2B Customer Service
Hannah McCabeHannah McCabe
Measure Results How to Measure First Call Resolution Rate
Hannah McCabeHannah McCabe
Measure Results How to Create a First Call Resolution Benchmark
Justin HerrickJustin Herrick

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Measure Results 5 First Call Resolution Best Practices You Need to Know
Hannah McCabeHannah McCabe
Measure Results Guest Post: Focus on the Experience, and the Numbers Will Come
Annette FranzAnnette Franz
Measure Results What Is First Call Resolution (FCR) (and Why Is It Important)?
Hannah McCabeHannah McCabe
Manage Performance Why Customer Service Teams are a Revenue Channel for Modern Retailers
Justin HerrickJustin Herrick
Foster Engagement Guest Post: Every Job is Customer Service. Here's Why.
Dan GingissDan Gingiss
Measure Results Guest Post: What Gets Measured Gets Mis-Managed: Why There's More to Customer Satisfaction Metrics Than You Think
Matt WatkinsonMatt Watkinson
Manage Performance 3 Ways to Deliver Personalized Customer Service
Hannah McCabeHannah McCabe
Manage Performance Guest Post: 5 Things Everyone Gets Wrong About Customer Service
Annette FranzAnnette Franz
Manage Performance Why Data Can Make or Break Your Customer Service Team
Hannah McCabeHannah McCabe
Measure Results How Technology Is Changing Customer Service in the Contact Center
Hannah McCabeHannah McCabe
Foster Engagement 4 Things You Can Learn About Customer Service from Your Competitors
Hannah McCabeHannah McCabe
Foster Engagement Guest Post: The Voice of the Brand: Turning Customer Insights into Distinctive Experiences
Matt WatkinsonMatt Watkinson
Measure Results How to Capture the Voice of Your Customers and Use it to Your Advantage
Hannah McCabeHannah McCabe
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