Improve First Call Resolution

First call resolution (FCR) is a crucial metric for customer experience and satisfaction. Call centers aim to provide excellent customer service and reduce costs. Improving FCR is essential. To begin, it's important to understand the basics: What is FCR? What is considered good FCR? And how significant is FCR? Lowering Customer Churn Many customers first try to resolve their inquiries through self-service, but if they are unable to do so, they then contact support with the hope of receiving a quick resolution. When a customer's inquiry remains unresolved during their initial call, there is an increased chance that they will seek assistance from your competitors. Having a clear comprehension of FCR calculation is important for improving its rate. Understanding First…

GUIDE: How to Choose the Best Business Phone System

Before we look at how to choose the best business phone system, let’s highlight why many businesses are frustrated with their current landline (i.e. on-site PBX) phone system: High Up-Front Costs: Landline phone systems are very costly to purchase, install and maintain. No Cost Certainty: Costs can fluctuate significantly from month to month based on factors like domestic long-distance calls. This makes budgeting and forecasting difficult and risky. Lack of Scalability: If the maximum number of lines are in use, then it is necessary to purchase another system — which can cost tens of thousands of dollars. Lack of Business Continuity: A landline system uses a network design with a single point of failure. This means if part of the…