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As the world's premier provider of contact center recording, analytics and workforce optimization solutions, VPI is pleased to offer you the following resource guide:
Mastering First Contact Resolution with Analytics Mastering First Contact Resolution with Analytics
No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier. This white paper includes:

Pros and cons of the various methods in use today to measure FCR
How to make measuring FCR more accurate and actionable with analytics  
Ways to more effectively identify the root cause of repeat interactions and issues  
How to turn tracking and analysis of FCR into major improvements