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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. Then, use the following tips in your strategy to empower your agents and improve your FCR score.

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Call Center Metrics Best Practices

Callminer

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The Importance of Metrics in Call Center Operations.

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5 Reasons to Use After-Call Surveys

Fonolo

Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. What is an After-Call Survey? Thousands again.

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What is First Call Resolution (FCR): A Complete Guide

Hodusoft

What is First Call Resolution (FCR): A Complete Guide. FCR serves as one of the most crucial metrics in this effort. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution.

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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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7 Great After-Call Survey Questions

Fonolo

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. There’s something special about the after-call survey’s authenticity.

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3 Tips to Reduce Cost Per Contact in the Call Center

Fonolo

The Executive Guide to Improving 6 Call Center Metrics. Use metric-tracking software to determine if your average handle time is increasing, first call resolution is falling, abandoned call rates are rising, or customer satisfaction survey results are going down. Unfamiliar with this term?