First Call Resolution (FCR) is widely considered the key performance metric that provides a balanced view (quality and cost) of a call center’s overall performance.| SQM Group
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
Learn how to define, calculate and improve first contact resolution (FCR) using some proven best practices.| SQM Group
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.| 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
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.| SQM Group
Call center industry operational benchmarking data and the FCR impacts study. We have put together the top 12 highlights on how operational benchmarking data impacts FCR.| SQM Group
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| SQM Group
Discover valuable customer service research by benchmarking and tracking voice of the customer and employee studies designed to improve First Call Resolution and provide great Customer Service.| SQM Group
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Discover the impact the FCR metric has on Customer Retention and how improving FCR increases secure customers and reduces customers at risk of defection.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| 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