Posts Tagged "call center"

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5 Quotes from Chip Bell’s Kaleidoscope

Share this article: Innovation is a term often reserved for the cool startup or the latest must have piece of technology. But how often do you hear it used to describe customer service? In his latest book, Kaleidoscope, Chip Bell...
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ABCs of Mindful Customer Interactions

Share this article: Imagine my astonishment when the training department received multiple requests to assist with phone anxiety in a contact center. Times have changed. We have a generation of colleagues that prefer text messaging over phone calls and communicate...
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Incentive Programs for Service Agents: A Pre-Implementation Checklist

Share this article: As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done gift cards, bagels, pizza parties, games, leaderboards, and trophies all in an effort to get my team to go above...
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FCR Solutions Spotlight – Reducing Your Customer Contact Rate

Share this article: In a fast-growing company where customer contact volume is increasing at a similar clip to the customer base, there’s no shortage of hard work to be done. But is adding more people to the support team really...
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7 Live Messaging Best Practices From Our Experts

Share this article: Joe Ortega Live messaging channels like chat, SMS (text), and Facebook Messenger offer significant benefit over other support channels. For customers, this often, but not always, eliminates time spent on hold and allows them the flexibility to...
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FCR Promotes Jeremy Watkin to Director of Customer Experience

  Media Contact: Joe Goedereis Social Media & Marketing Manager FCR 541.673.2495 *protected email* www.gofcr.com FOR IMMEDIATE RELEASE EUGENE, OR – September 25, 2017 FCR, the premier provider of outsourced live agent call center and business process solutions, announced the…

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FCR Solutions Spotlight: Foreign Language Translation Strategies

Share this article: This FCR Solutions Spotlight webinar from Jeremy Watkin of FCR highlights strategies used to handle the task of translating different foreign languages to English within a call center, along with the pros and cons of each. Take...
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FCR Promotes Ruth McCullen to VP of Operational Excellence

Media Contact: Joe Goedereis Social Media & Marketing Manager FCR 541.673.2495 *protected email* www.gofcr.com FOR IMMEDIATE RELEASE EUGENE, OR – August 17, 2017 FCR, the premier provider of outsourced live agent call center and business process solutions, announced the promotion…

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Finding Our Way in Customer Service

Share this article: One of my sons recently had his preschool graduation. During the program, they asked the children what they want to be when they grow up. There were a variety of answers. A number of kids said they...
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FCR Case Study – Should You Build Or Outsource Your Customer Service Operations?

08/03/2017

In our latest Case Study, we’ll look at the cost-benefit analysis of building your own customer service operations versus outsourcing those functions of your business. We’ll take a closer look at the cost breakdown of building and maintaining your customer service…

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