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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
Many organizations are looking for ways to improve their contact center strategy, and the focus has quickly shifted to first contact resolution (FCR). Unfortunately however, most companies struggle to accurately measure FCR.
This paper examines the various methods for FCR measurement, including their roll out options, costs and risks, and provides recommendations on implementing the right strategy for your business. Methods discussed include:
- Call recording
- Speech analytics
- Post call and IVR surveys
- And more