The Importance of First Call Resolution in the Call Center
First Call Resolution (FCR) is one of the most widely used KPIs for call centers. Learn...
Tag: FCR
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A Fresh Take on First Call Resolution
First Call Resolution is one of the most commonly watched call center metrics. There’s good reason...
[Video] One Contact – One Channel and Why it Matters
OCR is defined as the percentage of customers who successfully resolve an inquiry or problem during...
Improving First Call Resolution in Your Call Center
If you manage a contact center, it's likely you keep a close eye on First Call...
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4 Call Center Benchmarks You Should Pay Attention To
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding...