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First Call Resolution
27 results
of 3
Posted:

You know:


First Call Resolution (FCR) improvement equals customer satisfaction improvement.

When FCR increases, customer churn decreases.

Better FCR results in lower costs.



But, do you know:

How to mobilize around FCR down to every agent, in every center, on every call?

New and changing products, plans and services create... Full Content »
Posted:

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable... Full Content »
Posted:

Register to view the webinar on demand now!

We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:


Understand the Customer Experience... Full Content »
Contributor: call center week
Posted: Mon, 03/01/2010
Stop Looking! The FCR Silver Bullet Is Already Here

Algorithm-based First Contact Resolution is the market proven and affordable "Silver Bullet" the industry has been waiting for.

A Report From Contact Centre Research

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and... Full Content »
Posted: Sat, 04/17/2010
Call Center Week Producer Interviews Call Center IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service


John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable. AT&T believes in innovation especially when it comes to serving its customers. In this exclusive interview Lisa Schulman, Call Center Week producer, sits down with Cushman, Vice President at AT&T... Full Content »
Contributor: Kathy Herrmann
Posted: Tue, 04/20/2010
Kathy Herrmann

Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even... Full Content »
Contributor: Gary Schwartz
Posted: Tue, 05/25/2010
Gary Schwartz


Some might argue that First Call Resolution (FCR) should be top of the agenda in the call center environment but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

Call center metrics have historically measured on average call handling time, and their associated costs. They... Full Content »
Contributor: Vasuda Deming
Posted: Mon, 06/21/2010
Vasuda Deming

One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean.

Five Key Metrics to Assess Contact Center Agents... Full Content »
Contributor: Greg Levine
Posted: Mon, 10/11/2010
Greg Levine

First-contact resolution has been a hot call center metric for years now. There are white papers and articles galore on the topic, and entire conferences and online forums dedicated to it. Most telling is that numerous managers have gotten "FCR Forever" and/or "One and Done" tattooed on their necks.

The majority of conversations about FCR... Full Content »
Contributor: Customer Management IQ
Posted: Mon, 11/01/2010
Customer Management IQ

First call resolution has been used for a number of years to measure the performance of contact centres. As the name suggests, it is used to determine how many customers have their queries answered the first time they make contact.

However, the concept is not always as simple to measure as some may think, for a number of reasons. And, it is... Full Content »
Contributor: Greg Levine
Posted: Tue, 02/22/2011
Greg Levine

Finding fresh water in the middle of the desert doesn’t help you – unless you drink it.

It’s the same thing with obtaining timely customer data and direct feedback via a C-Sat surveying process: It won’t help your business – or your customers – unless you actually "take it in" and absorb it. The aim of the... Full Content »
27 results
of 3
Posted: Sat, 04/17/2010
Call Center Week Producer Interviews Call Center IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service


John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable. AT&T believes in innovation especially when it comes to serving its customers. In this exclusive interview Lisa Schulman, Call Center Week producer, sits down with Cushman, Vice President at AT&T Full Video »
Contributor:
Posted: Sun, 12/11/2011
PodcastImage
Archive: This is an archived podcast recorded in advance of our 7th Annual Call Center Summit. For many years, call center professionals found themselves fixated on performance benchmarks and "best practice metrics." They strived to quantify every possible element of the customer experience, confident that performance against this black-and- Full Podcast »
Contributor: call center week
Posted: Mon, 03/01/2010
call center week

Algorithm-based First Contact Resolution is the market proven and affordable "Silver Bullet" the industry has been waiting for.

A Report From Contact Centre Research

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationa Full Sector Report »