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BEST PRACTICES: Implementing a First Call Resolution Program
 
With so many measurement options, how do contact center leaders decide what will make the most positive impact? Often, the most important objectives are customer service and agent productivity. Resolving customer issues on the first contact can achieve both. In this whitepaper, the Yankee Group examines the benefits of using First Call Resolution (FCR) as a key measurement in customer service environments along with the issues involved in defining FCR and implementing a plan.
 
 
Also included:
+  Comparison of FCR methodologies
+  Discussion of best practices
+  Ways to reduce repeat calls and rework

Snag the whitepaper now.

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We have contact center technology specialists available to answer your questions about solutions like web chat, auto-dialing and other time-saving features. Contact us at 916-577-1711 or email us.



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Since its inception in 1992, SOS has specialized in providing technology solutions and exceptional customer service to small- and medium-sized businesses. SOSí 40+ executives, engineers, sales consultants and project managers are focused on developing processes, solutions and support vehicles that help 300 clients choose and use communications technology to delight their customers, cut costs, attract/retain clients and increase financial performance. To get in touch please call 916.632.8800 x1711 or visit us at www.team-sos.com


Published by Gia McNutt, SOS
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