Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| SQM Group
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.| www.sqmgroup.com
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.| www.sqmgroup.com
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| SQM Group
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution Rate| SQM Group
Discover our comprehensive guide on how Call Center Quality Assurance (QA) works for improving first call resolution and customer service.| SQM Group
Learn how to calculate your First Call Resolution rate to discover how efficient you are at serving your customers.| www.sqmgroup.com
Benefits and tips for measuring and improving one of the most crucial contact center metrics, resolving a customer's problem on the first call or contact.| SQM Group