Customer Care, Customer Service Training, Document and First Call Resolution

Guest Post: How to Improve First Call Resolution (FCR) Using Knowledge Management System

ShepHyken

JUNE 4, 2021

He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides. What is first-call resolution (FCR)?

First Call Resolution

First Call Resolution System Self Service Management

The Top 4 Customer Service and Performance Management Trends to Look for in 2018

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue.

Self Service

Self Service Trends Customer Service Contact Center

Customer Experience Update

Guest Post: How to Improve First Call Resolution (FCR) Using Knowledge Management System

The Top 4 Customer Service and Performance Management Trends to Look for in 2018

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