First Call Resolution

5 Trends that will shape the 2021 Customer Care Landscape

As support teams look to 2021, there’s no shortage of priorities, from team efficiency, to customer experience, to operational business impact. Leading Edge Connections latest research reveals how industry leaders are working to find balance. Let’s face it, the number of items on the plate continues to increase. Customer expectations continue to rise, while

Tips To Drive First Call Resolution

There are a great number of approaches to refining customer interactions and customer experiences but not all of them positively affect the bottom line the way FCR does. For those unfamiliar, first-call resolution (FCR) is an extremely important contact center metric and key element of customer relationship management. The term is self-explanatory: a contact

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