Blogs about: Donna Fluss

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First Call Resolution: Great Principle, Hard to Apply

Ever since I was first tasked many years ago with implementing a first call resolution (FCR) measurement in my call center, I have been acutely aware how big the gap is between the simple, laudable co… more →

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First Call Resolution: Great Principle, Hard to Apply

Ted Hopton wrote 1 year ago: Ever since I was first tasked many years ago with implementing a first call resolution (FCR) measure … more →

Tags: Call centers, Customer Service, Customer Sat, ICMI's CMI, icmi, Call Center Management, ICMI Publications, Metrics, first call resolution


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