2011 Contact Center Effort Score First Call Resolution 
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR.
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR.
Kustomer
JULY 1, 2021
He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. Vikas, I mean, 20 years in a contact center is, wait times, it’s not ever going away, right? You’ve been in contact-.
Expert insights. Personalized for you.
40 
Let's personalize your content