10 Secrets to Boosting First Call Resolution - …

10 Secrets to Boosting First call Resolutionby Dick BucciSenior Consultant, Pelorus Associates10 Secrets to Boosting First call Introduction12. Customer Care as a Key Priority23. Metrics That Matter34. Why Is Measuring FCR Important?55. So, Why Don t More Contact Centers Track FCR?76. Causes of Repeat Calls97. Best Practices118. 10 Secrets to Boosting FCR Using the CallCopy Solution149. Conclusions18 About the Author19 About CallCopy19 Copyright 2010, CallCopy, Inc. All rights reserved. No part of this document may be transmitted or distributed, or copied, photocopied, scanned, repro-duced, translated, microfilmed, or otherwise duplicated on any medium without written consent of CallCopy. If written consent is given, the same confidential, proprietary, and copyright notices must be affixed to any permitted copies as were affixed to the original. The information contained in this docu-ment does not constitute legal advice, and should not be considered a replacement for sound legal counsel.

Metrics That Matter 3 10 Secrets to Boosting First Call Resolution CallCopy www.callcopy.com 3 Traditional, or first generation, call metrics have been around since

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