Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

“When you call the call center today, your expectation is that the person that’s going to answer the phone on the other side will have knowledge around everything,” says Shahar Chen, CEO and cofounder ...