Repeat Contacts

Welcome to the Repeat Contacts subject.

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

Knowledge Bankview more…knowledge bank rss

A 'Box' Full of Quality

Too many call centres simply don't do quality, never mind have a quality process to support their call handling.  Why does this happen?&nb… View

Call Control

Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View

Call Fulfilment

Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View

White Papersview more…white papers rss

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

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