In recent years, First Call Resolution (FCR) has emerged as a critical element for contact centers looking to become more customer centric. The FCR metric focuses on how well a contact center handles ...

First contact resolution (FCR) is one of the most important measures of a contact center's productivity, but remains stubbornly difficult to achieve. FCR is not about the first contact answer - it's ...

First-Contact Resolution (FCR) is a critical call center measurement for gauging customer experience. Almost nothing about FCR is simple, and this report will help you measure and calculate it ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

No Jitter spoke with Corey L Savory, VP Global Customer Experience & Service with Traeger Grills about the customer experience she’s helped build over the last several years. Corey spent the first 13 ...