Why is first call resolution so important for call center success? Author Stephanie Ventura explores why FCR is integral to optimal call center experiences that drive customer satisfaction.
By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]