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E-Book: Improving First Call Resolution (FCR)

The complete guide to customer call repetition rates

Solutions & methods to increase First Call Resolutions (FCR) and improve your customer relationship management.

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This white paper includes :

  • How the best Customer Relationship Centres (CRCs) reach a 76% FCR rate, 3 times higher than 70% of other CRCs.
  • The comparison chart of the different solutions to monitor FCR (IVR survey, survey by the advisor, speech analytics...)
  • The complete strategy to reduce customer call repetition, improve both CSAT & ESAT as well as increase upselling.
  • AI in support of FCR: 17 use cases and ROI levers
  • 300K€ cost reduction & 1.5M€ turnover increase: the Pierre & Vacances case study

To download our E-book on FCR, please fill out this form.

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Tagged:
FCR
CSAT
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NPS
QOS
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Dorian Vittori
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