Every week brings new studies, information and even good, old-fashioned books on the call center and how it can be used to improve customer service. We curate the content and bring you the best links on customer service for this first week of May:
- The role of first call resolution in customer satisfaction It's a metric, but how do we use it and why? Impact Learning breaks it down with some great stats: 12% of customers leave if it takes 2 or more calls to resolve their issue, and for every 1% improvement in FCR, you get a 1% improvement in customer satisfaction.
- And speaking of measurement: Why customer experience needs to balance qualitative, quantitative approaches A thoughtful essay on the value of both quantitative metrics and the distinctly un-quantitative customer happiness that they represent
- An interesting formula for determining the ROI of social media customer service: by measuring the call deflection rate from the traditional call center
- And speaking of social media customer service, Brian Solis wrote this tongue-in-cheek foreword for the new book written by the king of social media customer service, Frank Eliason, who ran the Comcast Twitter team and is now making waves at Citibank.