insights
Author: Tim Alcantara
Every article we have published in this category.
First Call Resolution: How to Measure It and Raise It
First call resolution, or FCR, is the percentage of customer issues that are fully resolved on the first contact, with no call back, transfer to another day or follow up needed from the customer. Because customers increasingly use chat and email, it is also called...
Cold Calling Scripts: A Structure and Three Templates You Can Adapt
A cold calling script is a planned structure for an outbound call to someone who is not expecting it. Its job is to earn the next thirty seconds, find out whether there is a fit, and agree a next step. It is not a speech to be read. The structure and templates below...
What Does a Virtual Assistant Do? Tasks by Role
A virtual assistant is a professional who works remotely to handle recurring administrative, customer or operational tasks for a business or an individual. The useful ones are not generalists waiting for instructions. They own a set of tasks and keep them moving...