First call resolution (FCR) is best defined as the percentage of calls coming into your center that were satisfied completely on the first call, whether by IVR or by an agent. The goals of FCR include better agent performance, increased customer satisfaction, ...
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I consider First Contact Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Thus, when you take steps to improve it, you add value to your enterprise, both in terms of loyalty and bottom line. Most managers ...
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The skills of ‘taking initiative and taking ownership’ are being evaluated on more performance reviews these days at all levels of responsibility. Some organizations nurture these skills and harness the results more than others. Agents, like all employees, ...
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Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to ...
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Agents exist to satisfy the needs of customers. Most agents feel this keenly and appreciate working for a company that is structured to support the goal of superior customer service.
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Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ...
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Quality is key to customer satisfaction and loyalty. It is important that agents perceive a true commitment to quality on the part of their organizations, and that they feel the processes aimed at guaranteeing quality are working properly.
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Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ...
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First call resolution (FCR) is a double-edged metric in that it relates to the quality of calls as well as the efficiency of the call center. In terms of quality, FCR is a customer-facing metric, as customers are very aware as to whether their call was ...
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January 7th, 2010 by Peggy Carlaw pcarlaw@impactlearning.com Impact Learning Systems, a call center training company Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies ...
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First call resolution revisited Date: Mar 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording of the show:
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