Tag Archives: first call resolution

First Call Resolution: What’s Great and What’s Not So Great

Support StatisticsBy Glenn March 24, 2015

We saw a good article the other day from InsightSquared entitled, “Why is everyone so obsessed with First Contact Resolution?” First Contact Resolution (FCR), is a simple statistic. It measures the percentage of cases that are resolved on first contact with the customer. So if you receive 100 calls, and 40 of them are resolved…

Tech Support is not a Commodity

Customer Experience, OutsourcingBy Glenn December 3, 2014

If you view technical support vendors mostly based on price, do you think that technical support is a commodity? Wikipedia: “The exact definition of the term commodity is specifically used to describe a class of goods for which there is demand, but which is supplied without qualitative differentiation across a market. …The market treats [commodity]…