Articles with 'FCR' - CX Central

April 20, 2024

How to improve First Call Resolution

August 22, 2016 Last Updated: July 12, 2020
Justin

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.
False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
The real truth about employee engagement

January 9, 2017 Last Updated: February 3, 2021
How to build a staff rewards calendar

April 14, 2016 Last Updated: January 11, 2020

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