Rafał JaroszinCustomer Heroes MagazineHow 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, 2018Apr 17, 2018
Rafał JaroszinCustomer Heroes MagazineYour Customer is The Most Important Part of Your BusinessI 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, 2017Sep 20, 2017
Rafał JaroszinCustomer Heroes MagazineWhy 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, 2017Aug 17, 2017
Rafał JaroszinCustomer Heroes MagazineRobots 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, 2017Apr 28, 2017
Rafał JaroszinCustomer Heroes MagazineEvaluation of Telemarketing Costs — First StepsHow to measure customer acquisition cost in a Sales Call Center?Mar 31, 2017Mar 31, 2017
Rafał JaroszinCustomer Heroes MagazineA Few More Words about QueuesIn the previous post I’ve explained the idea of a virtual queue — if you haven’t seen it check it out:Mar 9, 2017Mar 9, 2017
Rafał JaroszinCustomer Heroes MagazineA Few Words About QueuesI 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, 2017Feb 1, 2017
Rafał JaroszinCustomer Heroes MagazineLooking 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, 2017Jan 5, 2017
Rafał JaroszinCustomer Heroes MagazineCalibration in Quality Assurance for Customer CareThe 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, 2016Dec 1, 2016
Rafał JaroszinCustomer Heroes MagazineCustomer 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, 2016Nov 5, 2016