by Keith Fuchs | Jun 8, 2014 | CRM, Customer Support, Troubleshooting
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...
by Keith Fuchs | Jun 6, 2014 | Automate Support, CRM, Customer Support
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....
by Keith Fuchs | Jun 5, 2014 | CRM, Customer Support, Troubleshooting
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...
by Keith Fuchs | May 20, 2014 | CRM, Customer Self Service, Customer Support, Troubleshooting
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...
by Keith Fuchs | May 12, 2014 | CRM, Customer Support, Knowledgebase
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...
