Tag: FCR
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So What is First Call Resolution Rate and How Does Yonyx Help?
So what is a first call resolution rate? Why is it important? How does Yonyx help? These are the same questions that race through the minds of clients who wish to decipher the essence of average handle time. However, first call resolution rates and average handle time are two distinct scenarios and situations. A Yonyx…
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Customer Satisfaction and First Call Resolution
Both first-call resolution and customer satisfaction are two key statistics that are the source of commercial initiatives. First-call resolution is quantified in what is known as a FCR Rate. Conversely, customer satisfaction is rated in a score called a CSAT score. For many businesses, both of these facets are extraordinarily important. Lowering first-call resolution rates and…
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How To Maintain Customer Relationship Management Effectively
There are plenty of sources of ideas and inquiries on how to maintain CRM. For some, a virtual call center is an the premium method. A customer support squad is the least economical way of approaching customer relationship management. However, it is a proven commodity and offers customers the interactive customer service experience of peer…
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Identifying The Root Cause Is Paramount
In the realm of customer service there are two frequently used terms: customer complaint and root cause. A customer complaint can consist of a myriad of problems. A root cause is the source of the complaint, the perpetrator of future incidents and the foundation of causality. For example: If a customer complains that their car does not…
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Call Center Agent Productivity – First Call Resolution
Call center agent productivity is a frequently focused augmentation of e-Commerce and virtual call centers. As a call center agent needs to understand the importance of first call resolution or “FCR” for short. If a comparison or analogy may be drawn for fantasy football enthusiasts, there are key players that you need to draft or…
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Average Handle Time and First Call Resolutions
They are a bigger power couple than Posh and David Beckham. Average handle time and first call resolution. Analytics integrated with flow visualization can help gauge the incidence of both. Every business should strive for high first call resolution rates and low average handle times. Combined they procure a superior and elite customer service experience…
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The Ongoing Struggle Between FCR and CSAT
It is paramount for businesses to strive to achieve both high CSAT (customer satisfaction) scores and high FCR (First-Call Resolution). Some scratch their heads trying to devise a new way or trendy method to make this happen. Others resort to antiquated strategies. For some, businesses find themselves diverged in a yellow wood meeting a fork…
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Exploring The Relationship Between AHT and FCR
Perhaps they are the power couple of customer service: Average handle-time and first call resolution. Combined they procure a superior and elite customer service experience for consumers everywhere. A short average handle time with a high first call resolution rate will earn any business the reputation of being a leader in stellar customer service. Yonyx…
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How Multimedia Flow Charts Can Raise CSAT
Multimedia flow charts have a variety of uses and are one of the best customer service tools that can be offered. Besides educating customers on products and services, multimedia flow charts can raise CSAT scores. Many consumers find multimedia flow charts fun to use and adept to solving a wide array of problems and conflicts.…
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Where First Call Resolution Can Matter Most
First-call resolution, for many customers and organizations this is a vague term with a fleeting opportunity for attainment. However, first call resolution is none the less important for businesses hoping to form rapport with their clients. There are specific industries where first call resolution is specifically needed most. Two of these industries are internet/cable service…