Destination CRM

First-Contact Resolution Should Be a Higher Priority

Among companies, first-contact resolution (FCR) was seen as the most important factor impacting customer experience, ContactBabel reported in its "Inner Circle Guide to First Contact Resolution," with ...
Destination CRM

First Contact Resolution: Get it Right the First Time

First contact resolution (FCR) is one of the most important measures of a contact center's productivity, but remains stubbornly difficult to achieve. FCR is not about the first contact answer - it's ...
Forbes

How To Resolve Customer Complaints At First Contact

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...
No Jitter

Improving first contact resolution is not straightforward

Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...