Three surprising reasons why your first call resolution metrics may indicate performance problems!

High first call resolution rates are deceptive. 3 things to know about high FCR rates.

Rating: 4 stars
The Top 5 Reasons Companies Ignore Root Cause Analysis

Do you recognize these excuses for avoiding finding true cause in your organization? Understand the barriers to using RCA to better overcome them.

 

Rating: 5 stars
Who Should be Involved in Making Decisions?

Ask 5 key questions to involve the right people in decision making. Research shows that using these guidelines will double the success of your key decisions.

Rating: 5 stars