Rafał Jarosz – Medium

Rafał Jarosz

Rafał Jarosz
in
Customer Heroes Magazine

How to measure First Contact Resolution?

In the first article from this series, I depicted First Contact Resolution (FCR) as a crucial indicator, which properly measured and…

Apr 17, 2018

How to measure First Contact Resolution?

Apr 17, 2018

Rafał Jarosz
in
Customer Heroes Magazine

Your Customer is The Most Important Part of Your Business

I would like to explain a few important issues which will help you to understand the value of your customer and minimize the risk of losing…

Sep 20, 2017

Your Customer is The Most Important Part of Your Business

Sep 20, 2017

Rafał Jarosz
in
Customer Heroes Magazine

Why First Contact Resolution always matters?

I’ve noticed lately that one of my favorite subjects hasn’t been covered in the Customer Heroes Magazine yet. So today, I want to write a…

Aug 17, 2017

Why First Contact Resolution always matters?

Aug 17, 2017

Rafał Jarosz
in
Customer Heroes Magazine

Robots Will Takeover the Customer Care Industry. Or… Will They?

I looked through the window, the train already left Berlin. But I was not paying too much attention to the landscape, as I had too many…

Apr 28, 2017

Robots Will Takeover the Customer Care Industry. Or… Will They?

Apr 28, 2017

Rafał Jarosz
in
Customer Heroes Magazine

Evaluation of Telemarketing Costs — First Steps

How to measure customer acquisition cost in a Sales Call Center?

Mar 31, 2017

Evaluation of Telemarketing Costs — First Steps

Mar 31, 2017

Rafał Jarosz
in
Customer Heroes Magazine

A Few More Words about Queues

In the previous post I’ve explained the idea of a virtual queue — if you haven’t seen it check it out:

Mar 9, 2017

A Few More Words about Queues

Mar 9, 2017

Rafał Jarosz
in
Customer Heroes Magazine

A Few Words About Queues

I called my bank. After making it through complicated IVR (there was no “0” or “9” connecting to an agent) I ended up in the waiting room……

Feb 1, 2017

A Few Words About Queues

Feb 1, 2017

Rafał Jarosz
in
Customer Heroes Magazine

Looking for a Call Center’s Location

-Mr. Mark, we’ve finally decided to open our own Call Center. Could you prepare us an offer with the best location for tomorrow?

Jan 5, 2017

Looking for a Call Center’s Location

Jan 5, 2017

Rafał Jarosz
in
Customer Heroes Magazine

Calibration in Quality Assurance for Customer Care

The title do may sound scary… but this is the way to help reduce variance. What, maths again? No, not this time. In a contact center we can…

Dec 1, 2016

Calibration in Quality Assurance for Customer Care

Dec 1, 2016

Rafał Jarosz
in
Customer Heroes Magazine

Customer Care ROI — obvious, or is it…?

One of our partners asked me how to estimate the indicator (KPI) that will tell us simply about return on investment in Customer Care…

Nov 5, 2016

Customer Care ROI — obvious, or is it…?

Nov 5, 2016

Rafał Jarosz

Rafał Jarosz

CustomerCentric Excentric ;) 20+ Years in Customer Experience and Customer Care Industry. Catch me on linkedin (bit.ly/linkedin-rafal)

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