First Contact Resolution

Posted on July 15, 2022 in Uncategorized

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group

By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]