7 Ways To Improve FCR At Your Contact Center
First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve.Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or longer reported improvements of up to 30% in their performance.
7 Actionable Tips To Reduce Contact Center Call Volume
Providing a great customer experience while reducing call volume and costs is the ultimate goal of any contact center. Over the years, contact centers have invested in various types of customer-facing technologies – right from IVR, CTI, CRM, ACD to
