Description
When you're handling customer issues, you always want to be able to solve it yourself. This is what's known as First Call Resolution, or FCR, and it's what every call center hopes will happen. But sometimes there are problems that are too complex, customers who are too demanding, or issues that are outside your scope. In those cases, you may need to escalate the issue. In this program, we'll talk about what that means. We'll go over some common reasons to escalate a call, and we'll also cover how it should be done.
HSI - Health & Safety Institute
Making the Workplace Safer and Smarter
HSI (Health & Safety Institute) is a recognized leader in Environmental, Health and Safety (EHS) and workforce development software, training, and compliance solutions.
HSI is your single-source partner for EHS, Compliance, and Professional Development solutions. HSI provides integrated e-learning content, training solutions, and cloud-based software designed to enable your business to improve safety, operations, and employee development. Across all industries, we help safety and technical managers, human resources, first responders, and operational leaders train and develop their workforce, keep workers safe, and meet regulatory and operational compliance requirements. We are a unique partner that offers a suite of cloud-based software solutions including learning management, safety management, chemical SDS management, and more, integrated with our content and training so businesses can not only monitor and manage multiple workflows in one system, but train employees via one partner.
