Improve your first call resolution rates with these tips

First call resolution, or FCR, is touted as one of the important key performance indicators (KPI) call centers must track. It’s one of the primary KPIs important for achieving a customer-centric contact center because of its effect in improving both customer experience and customer satisfaction rates. It’s not just the quality of your products and services that gets customers to return to you, it’s the experience you give them. Read more