FCR is one of the most important metrics that leads to customer satisfaction. Even though FCR is perhaps as much of an art as it is a science, there are many ways to improve it, lower cost, maximize ROI and CSAT, as shown in this major independent analyst report which thoroughly dissects all aspects of FCR.

Our report covers historical & real-time speech analytics; text, predictive, screen, back-office, VoC and customer journey analytics. Also, the report show uses of FCR analytics, how to implement successfully, current and future applications of first contact resolution analytics.

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