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Articles - First Contact Resolution (FCR)

A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame

Over 60% of Contact Centres Measure First Call Resolution

A Beginner’s Guide to Balanced Scorecards

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15 Speed Tips for Reducing Repeat Contacts

How do I improve first-time resolution?

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Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

Trend Spotting: What’s Going on in Contact Centres Right Now?

Have Service-Level Stats Outlived their Sell-by Date?

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Enhance FCR With Smart Routing

The Benefits, Challenges and Best Practices of First Call Resolution

Podcast: How can you boost First Contact Resolution in your contact centre?

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How to Improve FCR: A Guide for Managers

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15 Tips for Driving Down Repeat Contacts

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Video: Why FCR Matters and How to Measure It

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18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy

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The Top Ten Call Centre Problems

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

First-Call Resolution

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

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First Call (Contact) Resolution (FCR)

Top 5 Ways to Route Customer Calls More Intelligently

Ten Tips to Improve Customer Retention

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How to Boost First Contact Resolution With AI

The Top Ten Call Centre Solutions

Tips to Reduce Repeat Contacts Video Cover

Video: Tips to Reduce Repeat Contacts