How do you measure First Call Resolution?

10 years ago Hutch Morzaria 1
What is First Call Resolution? Probably the first question to answer is “What is FCR?” – In its simplest form it is a measurement used by most technical call centres to determine how often a customer’s call is resolved at the first interaction. Measuring FCR Now while this statement is fairly easy to make … Read More

The Importance of Training (Part II) – Management Skills

10 years ago Hutch Morzaria 0
How important is it to ensure that your skills are up to date?  Assuming that you received your certification or degree several years ago, has the technology you are supporting changed?  Are the teams you are managing still using the same tools and resources they used to in the past?   The one thing that is Read More