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Best Practices for First-Contact Resolution - Your Performance Driver

White Paper Published By: Citrix Online
Citrix Online
Published:  Jul 01, 2010
Type:  White Paper
Length:  7 pages

First-contact resolution, or FCR, is a leading performance driver in the support centre. Get it right, and you win with customers, management and the budget. But get it wrong, and it wreaks havoc across the company. This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR. Download the white paper to learn: 5 critical actions that lead to FCR success; Why you should implement a 'shift-left' service strategy; The toolkit every support professional needs.



Tags : 
citrix online tech, best practices, first-contact resolution, performance driver, fcr, support centre, tco, problem management, measurement, roi, test and measurement, call center management, call center software, customer interaction service, customer relationship management, customer satisfaction, customer service, total cost of ownership