First Call Resolution is an important call center metric and a significant aspect of customer relationship management. The term ‘FCR’

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One of the most important statistics a company can measure with regard to agent performance and productivity is FCR or First Call

Customer service is the driving force behind customer retention in any business. This aspect of the organization is integral and can have a

Being an agent is almost like being a performer in a circus or a show, whether it is performing trapeze acts or juggling spinning balls or

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