Articles - First Contact Resolution (FCR)

Phone and measuring tape fcr concept

888

18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

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7,691

9 Important Team Leader KPIs

A graph comparing contact centre handling times to number of call backs

953

Is AHT in Conflict With FCR?

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8,177

20 First Call Resolution Tips (FCR)

Questioning Techniques

374,715

10 Effective Questioning Techniques for Customer Service

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16,611

What Is First Contact Resolution? – With Formula and Expert Best Practices

847

Podcast: How can you boost First Contact Resolution in your contact centre?

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

4,376

The Difference Between Measuring Repeat Contacts and First Contact Resolution

Call Centre Problems image

189,940

The Top Ten Call Centre Problems

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

135,215

What Are the Industry Standards for Call Centre Metrics?

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162,766

The Top 10 Most Important Call Centre Metrics

5,538

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

2,691

The Benefits, Challenges and Best Practices of First Call Resolution

36,387

How to Calculate First Contact Resolution

585

Less Than Half of Contact Centres Measure First Contact Resolution

kpi definition

2,558

What is a Key Performance Indicator (KPI)?

1,185

Less Than 20% of Contact Centres Calculate Customer Effort

A pin next to a timeline and year 2020

4,612

Is Your Contact Centre Prepared for the Challenges of 2020?

4,114

How to Choose the Right Technology for Your Call Centre

12,319

15 Speed Tips for Reducing Repeat Contacts

6,270

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

12,304

22 Ways to Improve First Contact Resolution

1,536

Recorded Webinar: How to Improve First Contact Resolution

108,751

How to Reduce Average Handling Time (AHT)