Articles about First Contact Resolution (FCR)

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Podcast: How can you boost First Contact Resolution in your contact centre?
451
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An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
The Difference Between Measuring Repeat Contacts and First Contact Resolution
1,137
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The Top Ten Call Centre Problems
155,134
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Practical Tips for Effective Questioning and Probing Techniques
208,191
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What Are the Industry Standards for Call Centre Metrics?
44,570
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A laptop with graphs on one side and money on the left
The Top 10 Most Important Call Centre Metrics
137,430
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
3,599
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The Benefits, Challenges and Best Practices of First Call Resolution
1,384
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How to Calculate First Contact Resolution
18,299
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Less Than Half of Contact Centres Measure First Contact Resolution
255
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Key Performance Indicator (KPI)
1,838
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Less Than 20% of Contact Centres Calculate Customer Effort
436
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Is Your Contact Centre Prepared for the Challenges of 2020?
3,762
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How to Choose the Right Technology for Your Call Centre
3,500
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15 Speed Tips for Reducing Repeat Contacts
6,882
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Just 27% of Contact Centres Resolve Customer Complaints on First Contact
310
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9 Ways to Improve Your FCR Strategy
1,490
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Measuring FCR: Detecting Repeat Contact Reasons is the Preferred Method
681
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How Do I… Remove Average Handling Time (AHT) as an Agent Target?
4,878
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22 Ways to Improve First Contact Resolution
9,394
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