Posts Tagged "chat"


The Subtle Differences Between Good and Bad Customer Service

Share this article: I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed chat support conversations I was struck with the realization that the differences between great...
Read More

4 Myths About Chat Support. AI to the Rescue?

Share this article: This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost...
Read More

5 Tips for Adding a New Service Channel

Share this article: I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with...
Read More

A Survey of Chat Support Best Practices

Share this article: While telephone is still the king when it comes to support channels, it’s slowly but surely losing ground as the millennial generation flocks to text-based customer service. Chat support isn’t new to the party but continues to...
Read More

3 Ways to Get the Most Out of Chat Support

Share this article:   I recently attended a webinar hosted by CRMXchange titled The Four Fundamentals of Chat: Don’t just turn it on, extract the maximum value out of this channel. In it, Reagan Miller of [24]7 Customer, Inc shared...
Read More

You, Machines, and the Future of Customer Service

Share this article: As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it. While phone has been the predominant channel for supporting customers, other...
Read More

FCR Assists Crucial To Win LiveHelpNow Customer Service Challenge

Media Contact: Joe Goedereis Social Media & Marketing Manager FCR 541.673.2495 FOR IMMEDIATE RELEASE ROSEBURG, OR – May 12, 2016 FCR, the premier provider of outsourced live agent call center and business process solutions, announced today that it…

Read More

30 Commonly Misused Idioms

Share this article: Guest Post By Cassandra Corwin | Program Manager | FCR Have you ever made a snap judgment regarding a person’s education after hearing them misuse a common idiom or mispronounce a word? Don’t be too harsh. Statistics...
Read More