UK and IrelandFirst Contact Resolution (FCR)
Welcome to the First Contact Resolution (FCR) subject, the available white papers are displayed below.
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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
First Call to First Contact (FCR): Measuring the End-to-End Customer Experience
In today’s tough economic climate, smart companies are trying to maximize the value from existing customers. Even in good times, acquiring ne… View
First Contact Resolution (FCR) - Opinion
Numerous metrics have been used over many years to determine the overall performance levels of the contact centre. These have included average hold… View
First Contact Resolution (FCR): The Performance Driver: McGarahan & Assoc
Today’s demanding service environment requires Service Leaders to deliver cost-effective, quality services that meet the dynamic needs o… View
Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data
The 15th Year of the Global Benchmarking report View
Improving First Call Resolution (FCR): Upstream Works
A large number of organizations have heard about First Call Resolution. However, it seems to be a peripheral concern as they look to increase call … View
Mastering First Contact Resolution (FCR) with Analytics: VPI
One of the best things you can do for your customers and for your company when providing customer support is to answer their questions and fix thei… View
RightNow CX Cloud Service: Oracle
Best Practices for Improving First Contact Resolution (FCR) in the Contact Centre View
Ten Secrets to Boosting First Call Resolution (FCR)
In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of m… View
Top Three Strategies for Improving First Call Resolution (FCR): Jacada
Are you struggling to measure or improve FCR? You’re not alone. Despite its importance, it is nearly the hardest metric to measure accurately… View
Why Multichannel Contact Centres Need a Dialler: Rostrvm Solutions
Balancing customer choice, customer service and cost The contact centre’s purpose has changed from transactional activity to one where yo… View