|
[2008-01-25] Improving First Call Resolution Using EDM
Continuing this week's theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers - first call resolution.
[2008-01-25] Improving First Call Resolution By Using EDM
Continuing this week's theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers - first call resolution. I saw a nice description of what this means in Tools To Improve First Call Resolution on CRM Daily:
|
|
