In The News

Some might argue that First Call Resolution (FCR) should be at the top of the agenda in the call center environment, but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

Farmers Insurance's use of Confirmit has seen it ranked in CIO Magazine's CIO100 for 2010. Farmers Insurance's feedback management system tracks agent and customer interactions.

Unless you ask, you'll never know what a customer really thinks about your product or service. "By embracing a customer-feedback program," writes Carolyn Hall at MarketingProfs, "you can gain insight into customer attitudes and learn important truths about buying behavior as well as the evolving attitudes that will determine future buying behavior."

Some might argue that First Call Resolution (FCR) should be top of the agenda in the call center environment but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.