Best practices contact center workforce First call resolution Quality management 
NICE inContact
JULY 12, 2016
Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. First Call Resolution (FCR) is a metric all contact centers are looking to improve.
Fonolo
MAY 7, 2015
If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. First Call Resolution Rate. Do you ever get on the phone and run a call as an agent?
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