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What is First Call Resolution? (and How to Improve FCR?)

JustCall

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?

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Techniques for Creating Effective Customer Service Scripts for Your Call Center

Global Response

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service.

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CX4Now: Contact Center KPIs that Matter

Fonolo

We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. AHT includes hold time, call transfers, and after call work, too. KPIs matter. And they’re changing quickly. We want the customer to be happy.”

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The Keys to Developing Dynamic Call Center Scripts

Ansafone

Call center scripts are a central component of employee training and evaluation programs in the contact center industry. When crafted correctly, these guided outlines support efficient call flows and standardize customer service experiences. However, … The Keys to Developing Dynamic Call Center Scripts Read More ».

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Medicare scripts: Radically improve call center performance

Dialer 360

Medicare scripts are a starting point to sound more genuine and make more sales efficiently. When making contact with customers, a script helps you to define your services and product effectively. The need for improved call center performance in the health industry. The call center is a vital part of the health industry.

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Everything You Need to Know About Auto Attendant

Hodusoft

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Pros of Using Auto Attendant Cons of Auto Attendant Auto Attendant Scripts – What to Record? Read on to know more.

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How an Evolving Contact Center Has Transformed the Agent Experience

Balto

From First Touch Resolution to First Call Resolution. Rather than first touch resolution through a self-service tool, customers are demanding first call resolution with contact center agents. Agent Involvement in Flexible Scripting. Let’s explain.