FCR
Differentiator Series, Part 3: Optimizing the Exceptions
Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...
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...
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: 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...
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...
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...
