Destination CRM

First-Contact Resolution Should Be a Higher Priority

Among companies, first-contact resolution (FCR) was seen as the most important factor impacting customer experience, ContactBabel reported in its "Inner Circle Guide to First Contact Resolution," with ...
Forbes

Six Tips To Optimize Your Customer Service For First Touch Resolution

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...
Forbes

How To Resolve Customer Complaints At First Contact

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 ...
Destination CRM

First Contact Resolution: Get it Right the First Time

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 ...
Nearshore Americas

First Call Resolution: How to Define, Measure and Improve

It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment. First Call Resolution (FCR) has been and remains the #1 driver of customer ...
CMS Wire

The Contact Center Tech That Works — And the Stuff That Doesn’t

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...