Infinity Insights & Impact Podcast
This snackable series lifts the lid on consumers' dialling habits. Brought to you by the award-winning Insights & Intelligence team at Infinity, each episode is packed with tips and tricks to help you deepen your understanding of customers, supercharge your campaigns, and deliver the A-grade experiences customers expect when they get in touch. You can learn more about their work here: www.infinity.co
Infinity Insights & Impact Podcast
S1 Ep.6 Acing First Call Resolution (FCR)
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Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics. In this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
Acing First Call Resolution (FCR) is key for any contact centre leader keen to provide the best possible customer experiences. And the better the FCR rate, the more efficient the contact centre will be, which means being in the CFO's good books, which is always a win!