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First Call Resolution – The Most Important Metric

August 13, 2010 By Leave a Comment

First Call Resolution (FCR) is the most important metric in a call center. As a consequence of improving FCR, your call center will improve

Filed Under: Call Center, Call Center Metrics Tagged With: , , , , , , , , ,

First Call Resolution and Call Center Improvement

July 18, 2010 By Leave a Comment

Improving first call resolution has been shown to improve other traditional contact center metrics such as customer satisfaction

Filed Under: Best Practices Tagged With: , , , , , , , , ,

First Call Resolution Defined

July 1, 2010 By Leave a Comment

First call resolution is a pretty self-explanatory term, but it is often misinterpreted. As a result of the incorrect interpretation you will end up with poor first call resolution results.

Filed Under: Call Center, Customer Care Tagged With: , , , , , , , , , ,