FCR

Posted on May 19, 2021 in FCR

By Turaj Seyrafiaan There is a classic quote by John D. Rockefeller that says, “Don’t be afraid to give up the good to go for the great!”. But is that good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to […]

Posted on August 26, 2020 in Abandon rate • Best Practices • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • FCR

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Contact Center Consulting• FCR

By Turaj Seyrafiaan In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known.  And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs.  Most contact center want to improve on this element, but how?  Where […]

Posted on March 26, 2019 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Operational Management• Taylor Reach Group

By Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization […]

Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]

Posted on March 01, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Experience Management • Customer Satisfaction • FCR • Root Cause Analysis • Strategy

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group

  By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something […]

Posted on June 11, 2018 in Call Center Statistics • Contact Center Industry Statistics • Facts and Figures • FCR

  Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact […]

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]

Posted on May 15, 2018 in Call Center Performance • CSAT • Customer Experience • Customer Experience Metrics • FCR • FCR

By: Peg Ayers & Turaj Seryafiaan Definition: The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact […]

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions

You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future […]