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Articles about First Contact Resolution (FCR)

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A picture of what FCR stands for
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
1,292
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Podcast: How can you boost First Contact Resolution in your contact centre?
416
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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
1,298
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The Top Ten Call Centre Problems
158,894
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Practical Tips for Effective Questioning and Probing Techniques
215,226
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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?
49,430
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A laptop with graphs on one side and money on the left
The Top 10 Most Important Call Centre Metrics
140,723
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Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
3,810
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The Benefits, Challenges and Best Practices of First Call Resolution
1,502
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How to Calculate First Contact Resolution
20,131
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Less Than Half of Contact Centres Measure First Contact Resolution
289
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Key Performance Indicator (KPI)
1,931
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Less Than 20% of Contact Centres Calculate Customer Effort
454
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A pin next to a timeline and year 2020
Is Your Contact Centre Prepared for the Challenges of 2020?
3,863
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How to Choose the Right Technology for Your Call Centre
3,579
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15 Speed Tips for Reducing Repeat Contacts
7,214
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9 Ways to Improve Your FCR Strategy
1,525
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Measuring FCR: Detecting Repeat Contact Reasons is the Preferred Method
701
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How Do I… Remove Average Handling Time (AHT) as an Agent Target?
5,097
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22 Ways to Improve First Contact Resolution
9,660
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