The Importance of First Call Resolution in the Call Center
First Call Resolution (FCR) is one of the most widely used KPIs...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
Help Your Agents Improve Their First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower...
What is First Call Resolution in Call Center Metrics?
Still getting to grips with call center metrics and which ones are...
How to Overcome Challenges with Your Call Center Metrics
Contact center reporting can be stressful for even the most seasoned managers...
Subscribe to the Fonolo Blog
Get the latest customer service blogs in your inbox once a week.Subscribe
How to Improve Contact Center Agent Performance
Your comprehensive guide to upskilling and increasing the abilities of your contact...
How to Prepare Your Call Center for Open Enrollment [Guide]
Open enrollment is one of the busiest and most stressful times of...
What Customers Want and Expect from your Call Center
Certain commentators in the customer service space have been predicting the death...
Top Call Center Metrics You Need to be Tracking [Live Discussion]
Everyone knows how important it is to monitor metrics, but do you...