First Contact Resolution (FCR)

Welcome to the First Contact Resolution (FCR) subject.

First Contact Resolution (FCR) is in the First Contact Resolution (FCR) category. - View all

Knowledge Bankview more…knowledge bank rss

Call Type Activity Codes for ACD Group Report

This ACD report identifies the level of activity coding of call types. See Interpretation for Call Type Activity Codes for ACD Group Repor… View

First Call Resolution (FCR)

In today's omni-channel customer contact environment - for First Call Resolution, you will find an abundance of resources indexed under First C… View

First Call Resolution (FCR): The holy grail of KPIs

In this article, Karen Wenborn, shares her thoughts on one of the most important measures in the contact centre. Let’s start with a defin… View

White Papersview more…white papers rss

EQM and the Impact on First Contact Resolution (FCR)

Contact center leaders are deluged with different Customer Relationship Management (CRM) solutions that promise to reduce costs, heighten customer … View

First Call Resolution (FCR) Knowledge Exchange: Panviva

Call centres are much maligned by the public, and those of us involved in running them may feel that this is unfair. However, I’m sure we can… View

First Call Resolution (FCR): its Measurement and Impact: Convergys

We’ve all heard the naming conventions: “Get it right the first time,” “one and done,” “first call does it all.… View

Case Studiesview more…case studies rss

First Call Resolution (FCR): Customer Relationship Metrics

Post call IVR surveys are now growing in importance in improving the customer experience and right first time approache sin contact centres. Se… View

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