ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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LiveChat

OCTOBER 7, 2016

After a customer calls for a support, it totally depends on the efficiency of the call center, how effectively the customer gets a plausible response. First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Training the agents well.

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JustCall

MAY 14, 2024

Forecast customer demand Looking at historical data for how many calls you receive, when you receive them, and the team’s average handling time can help you plan staffing better. If demand is seasonal, consider investing in part-time resources and giving agents a WFH option (of course, you’ll need a virtual call center setup for this).

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Hodusoft

DECEMBER 16, 2022

These insights assist businesses in examining hourly call volume data to mark the attendance of agents during operating hours, and ensuring 24*7 customer support if called for. Read Also: The Five Most Compelling Reasons to Automate your Call Center KPIs lik e First Call Resolution , CSAT, average handling time, etc.,

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ViiBE Blog

MAY 13, 2021

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

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aircall

MARCH 12, 2021

Make sure your call center managers share the company’s overall goals with their agents to give them a sense of the big picture as well as their individual role in the business’ success. Below are some of the most common (and important) call tracking metrics that you can learn from to improve call center performance.

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ViiBE Blog

JUNE 1, 2021

Nowadays, these customer-facing knowledge bases empower customers to find information for their specific situations on their own. First of all, the knowledge base articles are usually organized according to the most frequently occurring issues. What are the common features of customer self-service software?

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