Destination CRM

First-Contact Resolution Should Be a Higher Priority

Among companies, first-contact resolution (FCR) was seen as the most important factor impacting customer experience, ContactBabel reported in its "Inner Circle Guide to First Contact Resolution," with ...
Forbes

Six Tips To Optimize Your Customer Service For First Touch Resolution

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...
Destination CRM

First Contact Resolution: Get it Right the First Time

First contact resolution (FCR) is one of the most important measures of a contact center's productivity, but remains stubbornly difficult to achieve. FCR is not about the first contact answer - it's ...
Forbes

How To Resolve Customer Complaints At First Contact

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...
Business Wire

UJET Integrates with Microsoft Teams to Enhance First Contact Resolution and Customer Satisfaction

SAN FRANCISCO--(BUSINESS WIRE)--UJET, Inc., the intelligent, modern contact center platform, is pleased to unveil its latest contact center integration with Microsoft ...
CMS Wire

The Contact Center Tech That Works — And the Stuff That Doesn’t

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...