Testimonial from Fraunhofer [email protected]

Testimonial from Fraunhofer IDM@NTU

Testimonial from Fraunhofer [email protected]

Interviewee: Dr Antonio Feraco, Assistant Director of Technology, Transfer and Innovation, Fraunhofer [email protected]

By Vocalcom

How to Measure First Call Resolution

Contact center agents handle a high volume of customer service interactions on any given day, making efficiency a challenge. Many contact centers place a great emphasis on first call or contact resolution, also known as FCR, demanding that agents do all they can to resolve cases quickly. The trouble is that all too often, the quality of the customer experience...
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