Articles about First Contact Resolution (FCR)

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A graph comparing contact centre handling times to number of call backs
Is AHT in Conflict With FCR?
694
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A photo of someone choosing an upward facing arrow
20 Tried and Tested Tips to Improve First Call Resolution (FCR)
6,363
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10 Effective Questioning and Probing Techniques for Customer Service
340,060
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A picture of what FCR stands for
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
11,917
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Podcast: How can you boost First Contact Resolution in your contact centre?
633
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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
3,443
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The Top Ten Call Centre Problems
184,539
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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?
112,587
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A laptop with graphs on one side and money on the left
The Top 10 Most Important Call Centre Metrics
158,397
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
5,252
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The Benefits, Challenges and Best Practices of First Call Resolution
2,479
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How to Calculate First Contact Resolution
32,751
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Less Than Half of Contact Centres Measure First Contact Resolution
511
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Key Performance Indicator (KPI)
2,403
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Less Than 20% of Contact Centres Calculate Customer Effort
878
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A pin next to a timeline and year 2020
Is Your Contact Centre Prepared for the Challenges of 2020?
4,491
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How to Choose the Right Technology for Your Call Centre
4,016
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15 Speed Tips for Reducing Repeat Contacts
11,337
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How Do I… Remove Average Handling Time (AHT) as an Agent Target?
6,108
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22 Ways to Improve First Contact Resolution
11,779
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Recorded Webinar: How to Improve First Contact Resolution
1,491
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21 Top Tips for Reducing Average Handling Time (AHT)
99,937
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A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
Over 60% of Contact Centres Measure First Call Resolution
2,482
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Trend Spotting: What’s Going on in Contact Centres Right Now?
3,733
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