UK and IrelandFirst 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