The Ultimate Guide to Improving FCR for Call Center Support Agents
In your ideal world, every request would be solved on the first customer support interaction. We don’t live in a perfect world, but there are steps you can take to improve an important metric: first call resolution (FCR).
In this eBook, we’ll outline the top three ways to improve first call resolution and why it's important.
Also in this guide:
Why Trustworthy QA Data is Critical to Understanding FCR
Read how data helps you answer: What's my next move?
Why FCR Will Not Eliminate Your Experience Blindspots
Read what undesirable actions could artificially lower FCR
Actionable Strategies that Work
Tips to help you address potential issues, and fix them