Glossary
FCR (First Call Resolution) rate is one of the key call center metrics regarding customer experience. Some experts state it is one of ofur main components of customer experience at all. It points to the number of customer queries resolved within one conversation with a customer support rep.
FCR (First Call Resolution) is a critical call center metric that has generally accepted industry standard – if your FCR rate is below 80%, it is bad news. Even though for some complex industries it can be reduced to 75%, FCR rate should be as high as possible. It shows how effective your customer service strategy is, how qualified are your agents, and how well do they use their hard and soft skills. Low FCR rate will cause massive negative consequences, up to customer churn.
As the world anticipates the arrival of 6G technology, one of the key components driving this revolution is Massive Multiple Input Multiple Output (MIMO). This
The convergence of 5G and the Internet of Things (IoT) promises to revolutionize various industries by enabling seamless connectivity and real-time data exchange. This article
Satellite communication has revolutionized the way we connect, communicate, and navigate the globe. As technology continues to advance at a rapid pace, the future of
The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies