Articles - First Contact Resolution (FCR)

Increasing AHT to Help Improve FCR

85

Increasing AHT to Help Improve FCR

Green phone

962

Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

repeat phones

553

15 Tips for Driving Down Repeat Contacts

fcr

257

First Call (Contact) Resolution (FCR)

Repeat calls on yellow background

2,091

8 Tips for Reducing Repeat Contacts

Phone and measuring tape fcr concept

1,052

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

Wooden figures of people under black magnifying glass on yellow background

22,842

9 Important Team Leader KPIs

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

1,206

Is AHT in Conflict With FCR?

A photo of someone choosing an upward facing arrow

10,351

20 First Call Resolution Tips (FCR)

Questioning Techniques

411,791

10 Effective Questioning Techniques for Customer Service

A picture of what FCR stands for

23,464

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

1,139

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

6,326

The Difference Between Measuring Repeat Contacts and First Contact Resolution

Call Centre Problems image

194,489

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

164,370

What Are the Industry Standards for Call Centre Metrics?

A laptop with graphs on one side and money on the left

168,745

The Top 10 Most Important Call Centre Metrics

5,999

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

3,089

The Benefits, Challenges and Best Practices of First Call Resolution

43,207

How to Calculate First Contact Resolution

714

Less Than Half of Contact Centres Measure First Contact Resolution

kpi definition

3,297

What is a Key Performance Indicator (KPI)?

1,298

Less Than 20% of Contact Centres Calculate Customer Effort

A pin next to a timeline and year 2020

4,917

Is Your Contact Centre Prepared for the Challenges of 2020?

puzzle pieces together

4,258

How to Choose the Right Technology for Your Call Centre