Blogs about: First Call Resolution
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First Contact Resolution Research Report
I’ve already written about how difficult it is to walk the talk when it comes to First Contact Resolution (FCR) — see, First Call Resolution: Great Principle, Hard to Apply. So if you… more →
Yaicha
Fifteen Factors that Affect First Call Resolution (FCR) in Tech Support
Bill Rose wrote 2 months ago: There are three distinct areas that have the greatest impact on customer satisfaction for technology … more →
Promote and Emphasize First Call Resolution
ascentgroup wrote 4 months ago: Make sure your employees recognize the importance of first call resolution to the customer and your … more →
Welcome to CTI
ctiblogmanila wrote 6 months ago: If you are looking for a partner to grow with, you are in the right place. At CTI call center we st … more →
The Importance of First Call Resolution(FCR) in Tech Support
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Bill Rose wrote 7 months ago: As the Founder & VP of Services Research for the Service & Support Professionals Association … more →
Information, Betting and Investing
paddycoleman wrote 8 months ago: Hello Again! Information can cost money, as can lack of information. This is an important principle … more →
Is Contact Center-Delivered Loyalty Overrated?
timpeters wrote 10 months ago: EXCERPT: The route to customer loyalty, professionals and suppliers say, is through improving first … more →
First Contact Resolution Research Report
Ted Hopton wrote 1 year ago: I’ve already written about how difficult it is to walk the talk when it comes to First Contact … more →
Performance Indicators
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callcenterjeff wrote 1 year ago: The third assignment. Choose three types of call centers from the following list: a. Inbound cat … more →
Sprint CEO Dan Hesse Speaks About Customer Service
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Spencer Ante wrote 1 year ago: Last week, I had the opportunity to interview Sprint Nextel’s new CEO Dan Hesse for about 20 m … more →
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 →
Staffing for Success in Customer Satisfaction
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Rudy Vidal wrote 1 year ago: As we move towards customer loyalty through great service experiences the issue of Contact Center St … more →
do it right the first time, but not too fast
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iamyourcustomer wrote 2 years ago: What is first call resolution?(FCR) According to SearchCRM.com : In customer relationship management … more →
deliver consistency
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iamyourcustomer wrote 2 years ago: I’m sitting down sipping from a bottle of my favorite beer – In the back of my mind I ca … more →
