by Arema Connect | Apr 8, 2019 | Blog, Ireland / UK
Customer-centric organizations measure customer satisfaction in order to improve service delivered and team performance. Arema Connect has been providing customer satisfaction surveying services for over 10 years. From our experience, we describe in this blog...
by Arema Connect | Jun 13, 2016 | Blog, Ireland / UK
FCR (First Contact Resolution) in a Call Centre First contact resolution is one of the most important metrics in customer service. Improving the FCR rate means that more calls can be answered in a timely manner. This boosts a company’s customer service levels,...
by Arema Connect | Mar 14, 2016 | Blog, FMCG, Ireland / UK
Customer Service for Product Quality and Product Recall The FMCG (Fast Moving Consumer Goods) sector is just that, fast. Customers expect round the clock service and response times must be quick, especially for product quality issues. There are a lot of moving parts...
by Arema Connect | Feb 22, 2016 | Blog, Ireland / UK
The E-Commerce Checklist E-commerce businesses have been around since the early 90’s and in the time following the new millennium, online stores have exploded to the point where for every bricks and mortar store there are thousands of online retail stores....
by Arema Connect | Nov 16, 2015 | Blog, Ireland / UK
Satisfy every Customer Any successful company has a core workforce of dedicated employees but during busy periods even the best cannot handle 100% of customer calls. This leads to a customers’ most hated experience, being stuck in a queue. According to Help Scout 67%...