First Call Resolution

How Do We Define FCR (First Call Resolution)?

First Call Resolution,First Contact Resolution, orFirst Conversation Resolution?Yes. Lol.A traditional FCR would be a direct-dial or IVR call by a customer to a call center agent. Ideally, the customer would state the... Read more »
Call Center Attrition

3 Steps To Reduce Attrition in Your Call Center

Call Center attrition is problematic. It's costly, and it has the tendency to hold your call center's performance stagnant. It just makes sense controlling it and managing attrition to sensible... Read more »