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Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.
Operations Service Delivery Reporting
Operations Service Delivery
If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.
Operations Service Delivery Operations management
Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.
Operations Service Delivery Strategic management
Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.
Operations Service Delivery Research
Operations Service Delivery Strategic management Operations management