Archive Tag: FCR

Archive Tag: FCR

3 May

Reduce Call Center Shrinkage with Contact Center Automation

Chelsea Atkinson

Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact […]

16 Nov

The Intersection of Customer Effort and First Call Resolution

Matt McConnell

Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]