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Articles - First Contact Resolution (FCR)

Browse our selection of insights on first contact resolution (FCR) and how to improve it to reduce repeat calls and increase customer satisfaction.

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Top Tactics to Improve First Contact Resolution (FCR)

Neon pink and blue graph showing positive correlation

How to Improve First Contact Resolution

Pattern of telephones

10 Ways to Reduce Repeat Calls in Your Contact Centre

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Enhance FCR With Smart Routing

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Seeing Double? 10 Ways to Drive Down Repeat Contacts

Illustration of hand holding a phone with contact icons

How to Design an Escalation Matrix for Call Centre Agents

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The Top 5 Agent Performance Metrics

Video Image: Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

Video Image: Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

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Top 10 Customer Experience KPIs

Increasing AHT to Help Improve FCR

Increasing AHT to Help Improve FCR

Green phone

Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

repeat phones

15 Tips for Driving Down Repeat Contacts

fcr

First Call (Contact) Resolution (FCR)

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8 Tips for Reducing Repeat Contacts

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

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9 Important Team Leader KPIs

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

Is AHT in Conflict With FCR?

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20 First Call Resolution Tips (FCR)

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

6 Key Metrics for Your Call Centre Dashboard

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

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

The Difference Between Measuring Repeat Contacts and First Contact Resolution

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Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Call Centre Helper is an Award Winning Magazine for Contact Centers, Customer Service, BPO and CX.
Hot Topics : CX - CCaaS - AI - Analytics - WFM

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