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Call-Center-Inside-View-Feature

Inside View: Moni Smart Security

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
Measuring FCR

Measuring FCR: Timing Affects Feedback Validity

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
First Contact Resolution

Finding Your FCR Opportunities

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...