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Guest Post: 7 Factors Influencing First Call Resolution

ShepHyken

He shares the best practices for improvement can make a huge difference to your first call resolution rate. . This is why the first-call resolution is so important for call centers. . The reasons are the multiplicity of factors that influence first call resolution. .

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What is First Call Resolution in Call Center Metrics?

Fonolo

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center.

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Top 5 Myths About First Call Resolution

SQM Group

Learn the top five myths about First Call Resolution (FCR), based on our over 25 years of experience working with leading North American call centers.

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Help Your Agents Improve Their First Call Resolution with These 9 Tips

Fonolo

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. By analyzing your contact center’s historical data, you can pinpoint areas for improvement.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Improve first call resolution rate beyond the industry standard

Callminer

Call center managers are constantly looking for metrics to improve their agents' performance. First call resolution has come front and center in that regard

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Call Center Root Causes for Not Achieving First Call Resolution

SQM Group

SQM research identifies the root causes for the top five repeat call reasons that hinder delivering great customers service and First Call Resolution. Uncover these root causes.

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How Real-Time AI Will Transform the Call Center

Speaker: Scott Stephenson, Co-Founder, CEO Deepgram

In this session, you will: Discover opportunities for agent enablement tools to increase first call resolution. Envision what the call center of the future would look like with real-time AI solutions. Learn about advances in Conversational AI/Voicebots to reduce agent load.

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Study: The Health of the Contact Center

Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?