Articles - First Contact Resolution (FCR)

Green phone

2,049

Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

repeat phones

591

15 Tips for Driving Down Repeat Contacts

fcr

208

First Call (Contact) Resolution (FCR)

Repeat calls on yellow background

1,935

8 Tips for Reducing Repeat Contacts

Phone and measuring tape fcr concept

1,036

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

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16,332

9 Important Team Leader KPIs

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

1,120

Is AHT in Conflict With FCR?

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9,395

20 First Call Resolution Tips (FCR)

Questioning Techniques

397,170

10 Effective Questioning Techniques for Customer Service

A picture of what FCR stands for

20,428

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

1,014

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

5,518

The Difference Between Measuring Repeat Contacts and First Contact Resolution

Call Centre Problems image

192,739

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

149,287

What Are the Industry Standards for Call Centre Metrics?

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165,956

The Top 10 Most Important Call Centre Metrics

5,781

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

2,887

The Benefits, Challenges and Best Practices of First Call Resolution

39,848

How to Calculate First Contact Resolution

664

Less Than Half of Contact Centres Measure First Contact Resolution

kpi definition

2,870

What is a Key Performance Indicator (KPI)?

1,246

Less Than 20% of Contact Centres Calculate Customer Effort

A pin next to a timeline and year 2020

4,773

Is Your Contact Centre Prepared for the Challenges of 2020?

puzzle pieces together

4,193

How to Choose the Right Technology for Your Call Centre

13,264

15 Speed Tips for Reducing Repeat Contacts