Articles - First Contact Resolution (FCR)

Increasing AHT to Help Improve FCR

188

Increasing AHT to Help Improve FCR

Green phone

1,109

Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

repeat phones

626

15 Tips for Driving Down Repeat Contacts

fcr

351

First Call (Contact) Resolution (FCR)

Repeat calls on yellow background

2,227

8 Tips for Reducing Repeat Contacts

Phone and measuring tape fcr concept

1,114

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

Wooden figures of people under black magnifying glass on yellow background

30,212

9 Important Team Leader KPIs

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

1,395

Is AHT in Conflict With FCR?

A photo of someone choosing an upward facing arrow

11,258

20 First Call Resolution Tips (FCR)

Questioning Techniques

426,161

10 Effective Questioning Techniques for Customer Service

A picture of what FCR stands for

26,696

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

1,337

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

7,164

The Difference Between Measuring Repeat Contacts and First Contact Resolution

Call Centre Problems image

196,359

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

186,781

What Are the Industry Standards for Call Centre Metrics?

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

171,962

The Top 10 Most Important Call Centre Metrics

6,168

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

3,392

The Benefits, Challenges and Best Practices of First Call Resolution

47,629

How to Calculate First Contact Resolution

742

Less Than Half of Contact Centres Measure First Contact Resolution

kpi definition

3,643

What is a Key Performance Indicator (KPI)?

1,335

Less Than 20% of Contact Centres Calculate Customer Effort

A pin next to a timeline and year 2020

5,034

Is Your Contact Centre Prepared for the Challenges of 2020?

puzzle pieces together

4,338

How to Choose the Right Technology for Your Call Centre