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Call Tracking Metrics: First Call Resolution (FCR) is a tricky term, though it's one of the most important call center metrics for most organization. It’s almost as ambiguous as Customer Relations Management (CRM), which could either be a philosophy or a software package. FCR can be measured many different ways, from internal quality monitoring to external customer...

Wow, we are halfway through February already… Have you or your organization started the New Year with a resolve to finally get started on that Contact Center development project that has been on the back-burner for far too long? And… have you actually gotten started on it? If you have, you are probably already well aware of all...

As we kicked off the New Year, you are probably considering your employee engagement strategy for 2015. How will you motivate employees to do their best work in 2015? This year I’m advocating a focus on performance driven culture to engage employees and ultimately drive positive customer interactions this year. Organizations that emphasize performance driven culture regularly see an increase in CSAT of 10+ points AND lower cost of employee care by 10% – those are some lofty goals for 2015 but I promise with the right focus they are within reach.

This week we bring you some inspirational and thought provoking picks that cover an array of topics, from CX architecture to top 2015 trends to look out for. So if you’re losing sleep over where to start your CX transformation, or the key customer trends you will be facing this year – then this is the read for you! I hope you enjoy it, and do let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

There are a variety of ways to approach customer experience. CMOs are constantly fine-tuning their strategy to create the optimum CX environment. Sometimes, it seems like the most challenging part of this process is the human element- both on the customer and the brand sides. Our authors this week take a look at the challenge of dealing with the human aspects of CX—from deeply understanding customer experience on a personal level to the difficulties of a hiring and orchestrating the right teams for CX success. We hope these articles give you some valuable insight on these issues.

We have heard Customer Effort and Customer Ease mentioned for many years now. In my last couple of posts I’ve discussed the value of introducing CES into your existing VoC Program to give it a little boost, and shared how one of our clients did so successfully – as the sayings go, variety is the spice of life or change is as good as a rest. And both spice and rest are good in my opinion!

“One of the strongest messages to come out from the research carried out for this report was the long term view that solution providers have of the integral role of customer contact analytics as an enabler and optimizer for other solutions. Many analytics vendors have a complete workforce optimization suite, and are constantly working to automate and integrate findings and actions from the analytics solution into their overall WFO suite.” - Inner Circle Guide to Customer Analytics