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We define First Contact Resolution (FCR) before sharing a formula to measure it, challenges to using the metric and best..
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Calculating First Contact Resolution (FCR) can be straightforward, but only when you have collected the data. That is th..
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We look at how to measure and calculate absenteeism in the contact centre and in BPO. What Is Absenteeism? Absenteeism i..
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Dick Bourke at Scorebuddy shares his advice for using First Call Resolution (FCR) as a metric in the contact centre. The..
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As the old saying goes, “you never get a second chance to make a good first impression.” That quote sums up the impo..
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According to our poll, only 39% of contact centres do not measure First Call Resolution, with the remaining 61% using on..
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There are a number of ways to measure First Contact Resolution (FCR). We asked our panel what they thought worked best. ..
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First Call Resolution Formula From First Call Resolution Webinar (asked by Mohamed) I would like to find general formula..
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In this article we look at how to measure and calculate customer churn rates in the contact centre. What Is Customer Chu..
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Running an effective contact centre means keeping track of the right information. Companies need to ensure they’re ans..
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Colin Gill of Akixi discusses his preferred method of calculating first call resolution (FCR) in the contact centre. FCR..
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Customer Lifetime Value (CLV) is one of the most important and least widely used metrics in customer service. It helps t..
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Frank Sherlock gives his advice on how to boost your First Call Resolution (FCR) rates and details much more about the..
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According to our poll, just 41% of contact centres measure First Contact Resolution (FCR), with over half, 52%, of conta..
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Justin Robbins of 8×8 shares some strategies for improving First Call Resolution (FCR). When a customer calls a con..
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FCR is a measure of relative success for an individual interaction. Usually defined in terms of a single customer or acc..
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What Is It and How Do You Test It? Interactive voice response, or IVR, is an automated enterprise telephony system that ..
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In an ideal world, all call centre issues would be resolved on first call. In the real world, this is not the case. The ..
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