Resolved Live

Resolution Live

Knowledge Bankknoweldge 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 Type Tracking Process

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

First Contact Resolution (FCR): Customer Perspective - External Resolved

First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View

How to Measure Resolved Live

Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View

Resolved Live - What Level?

Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View

Time-based First Contact Resolution (FCR) Reporting Window

Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View

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