Need to implement a pre-employment screening solution for your organization or want to evaluate your current program? Download this free whitepaper to receive a clear explanation of what you should consider to help mitigate risk.
This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.
It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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