Callminer

APRIL 26, 2017

Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Often, FCR metrics are considered along with talk time (the average time spent on a customer call). How to Improve First Call Resolution.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

JustCall

MARCH 13, 2023

In this article, we will cover everything to know about first call resolution and how to improve the first call resolution rate. What Is First Call Resolution? Let’s start with the first call resolution definition. How to Improve First Call Resolution?

First call resolution 40

First call resolution Self service Metrics Benchmark 40

JustCall

NOVEMBER 23, 2022

In this article, we will explore the fundamentals of call center reporting, its key performance indicators (KPIs), benefits, and best practices. What is Call Center Reporting? Call center reporting is the process by which call center managers measure performance and efficiency. So, let’s dive in.

Call Center 52

Call Center Abandon rate Interactive Voice Response Wait times 52

Callminer

NOVEMBER 25, 2019

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Callminer

JUNE 9, 2020

Ultimately, AHT is not a success metric – rushing agents to close tickets, rather than resolve issues, would hasten your AHT but would not make for happy customers – but it is an important metric for calculating call center levels, assessing efficiency for the call center overall or for specific agents, and establishing performance benchmarks.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Many of the tips are those from experts directly in the call center industry. What the definition fails to account for, however, is the two-way nature of the transmission.

Best practices 140

Best practices Feedback Call Center Coaching 140

NICE inContact

JUNE 30, 2016

Make sure to set benchmarks first so you’ll have a number to which results can be compared. Some of these include reduction in QA staffing, non-compliance and fraud costs, and call volume (through increased first call resolution). Your competition is definitely using Speech Analytics.

Analytics 49

Analytics Contact Center Technology First call resolution 49