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.

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. 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.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Customer Interactions

JULY 7, 2015

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

Average Handle Time 28

Average Handle Time First Call Resolution Management Contact Center 28

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-.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98