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Day: October 9, 2023

Enhancing First Contact Resolution (FCR) to Boost Contact Centre ROI in 2024 – Here’s How

First Contact Resolution (FCR) is often tossed aside in the race towards embracing cutting-edge technologies. What’s more, this disregard has resulted in a decline in customer satisfaction and, hence, a missed opportunity to improve return on investment (ROI). According to a study conducted by SQM Group, a 1% improvement in First Contact Resolution (FCR) can […]

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