Comments for Upstream Works - First Contact Resolution http://www.upstreamworks.com Mon, 16 Jan 2012 20:34:14 +0000 hourly 1 http://wordpress.org/?v=3.1.1 Comment on Angels and Demons by Joe McFadden http://www.upstreamworks.com/index.php/angels-demons/#comment-210 Joe McFadden Mon, 16 Jan 2012 20:34:14 +0000 http://www.upstreamworks.com/?p=1403#comment-210 "by placing call duration above doing the right thing for the customer, the Agents are effectively being encouraged to do bad things:" Great point! I can understand the need to be efficient, especially when a call center is too small for the volume of calls coming in, but that doesn't mean you can forget about customer experience. Whether you like it or not, the people in your call center are your brand and how they interact with your customers can make or break it. “by placing call duration above doing the right thing for the customer, the Agents are effectively being encouraged to do bad things:”

Great point! I can understand the need to be efficient, especially when a call center is too small for the volume of calls coming in, but that doesn’t mean you can forget about customer experience. Whether you like it or not, the people in your call center are your brand and how they interact with your customers can make or break it.

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