In this episode, Nerys Corfield of Injection Consulting shares her own observations of how contact centres are using First Contact Resolution (FCR) and talks about the metric’s growing popularity.
As part of our discussion, we also consider the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes and ask if “One and Done” is right for every scenario?
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This podcast was made possible by our sponsor, Genesys. To request a demo of their contact centre software, visit: www.callcentrehelper.com/demo