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Customer Operations Excellence: Edging Toward Your FCR Revolution

Contact center managers have started to think beyond “service levels,” “average talk time” and “wait time.” Slowly yet steadily, FCR has found its way into customer operations dashboards. A dual function of customer experience and contact center efficiency, FCR accurately portrays the overall health of your customer service. Given its significance, FCR has always been subject to aggressive treatment by ops teams. Unfortunately, there is a tail-wagging-the-dog syndrome, since targets are preset and only subsequently are measurement modalities agreed upon.

Application Solution Providers, Inc. 866-764-8324

Application Solution Providers, Inc. 866-764-8324

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