Articles about First Contact Resolution (FCR)

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An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
What Is the Difference Between Measuring Repeat Contacts and First Contact Resolution?
814
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The Top Ten Call Centre Problems
146,854
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Practical Tips for Effective Questioning and Probing Techniques
191,664
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What Are the Industry Standards for Call Centre Metrics?
33,202
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The Top 10 Most Important Call Centre Metrics
130,483
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
3,135
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Improving First Call Resolution: The Benefits, Challenges and Best Practices
1,161
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How to Calculate First Contact Resolution
14,469
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Less Than Half of Contact Centres Measure First Contact Resolution
183
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Key Performance Indicator (KPI)
1,558
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Less Than 20% of Contact Centres Calculate Customer Effort
379
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Is Your Contact Centre Prepared for the Challenges of 2020?
3,372
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How to Choose the Right Technology for Your Call Centre
3,328
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15 Speed Tips for Reducing Repeat Contacts
5,997
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Just 27% of Contact Centres Resolve Customer Complaints on First Contact
265
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9 Ways to Improve Your FCR Strategy
1,361
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Measuring FCR: Detecting Repeat Contact Reasons is the Preferred Method
628
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How Do I… Remove Average Handling Time (AHT) as an Agent Target?
4,451
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22 Ways to Improve First Contact Resolution
8,723
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Recorded Webinar: How to Improve First Contact Resolution
1,282
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