Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. We’ve divided these First Call Resolution tips into five distinct categories: Assess the Situation. When FCS goes up, most of the other metrics that matter to your business will too. Your FCR rate is the pulse rate of your organization.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. We’ve divided these First Call Resolution tips into five distinct categories: Assess the Situation. When FCS goes up, most of the other metrics that matter to your business will too. Your FCR rate is the pulse rate of your organization.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

JULY 1, 2021

Forcing agents to stick to the script at all times is ultimately a waste of valuable energy that would be better spent on personalizing the experience for each individual customer through naturally flowing conversation. Tips for Beginners: How to Enhance the Wait. The experts leave us with one final tip. Tom and I go way back.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98