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Putting a Cap on Calls Resolution  Feb 05, 2008 11:36 PM By Timothy J. Holody

You know why you should strive for first-call resolution, and if you read our last article (, you know how to do it. This week we

The First Call Should Do it All  Jan 29, 2008 11:08 PM By Timothy J. Holody

“Just put me through to someone who can solve my problem!” I was done–totally fed up with the lack of customer service I was receiving. This happened to me not once, but twice in recent memory: The first time with my local cable/phone provider, and the second with a major travel company. Both experiences left […]

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