The Leading Contact Centre Magazine

Articles about First Contact Resolution (FCR)

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10 Effective Questioning and Probing Techniques for Customer Service
238,970
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A picture of what FCR stands for
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
3,297
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Podcast: How can you boost First Contact Resolution in your contact centre?
502
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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
1,853
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The Top Ten Call Centre Problems
167,652
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An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow
What Are the Industry Standards for Call Centre Metrics?
67,778
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The Top 10 Most Important Call Centre Metrics
146,701
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
4,329
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The Benefits, Challenges and Best Practices of First Call Resolution
1,816
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How to Calculate First Contact Resolution
24,472
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Less Than Half of Contact Centres Measure First Contact Resolution
374
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Key Performance Indicator (KPI)
2,092
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Less Than 20% of Contact Centres Calculate Customer Effort
692
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A pin next to a timeline and year 2020
Is Your Contact Centre Prepared for the Challenges of 2020?
4,138
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How to Choose the Right Technology for Your Call Centre
3,759
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15 Speed Tips for Reducing Repeat Contacts
8,307
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How Do I… Remove Average Handling Time (AHT) as an Agent Target?
5,722
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22 Ways to Improve First Contact Resolution
10,301
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Recorded Webinar: How to Improve First Contact Resolution
1,386
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21 Top Tips for Reducing Average Handling Time (AHT)
72,284
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