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.
+ Comparison of FCR methodologies
+ Discussion of best practices
+ Ways to reduce repeat calls and rework
Snag the whitepaper now
Pick our brains too
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