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Welcome to Enkata's Resource Center for
First Call Resolution
At Enkata, we believe that First Call Resolution (FCR) is more than just a metric. It is a management system designed to improve service delivery and customer experience. Our robust performance management system and industry standard FCR algorithm identifies repeat call drivers and helps you address them.
As you embark on your research to improve your FCR, Enkata is committed to providing you with the resources you need to help you build the most effective program.
Click here to read more about Enkata's solutions for First Call Resolution.
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White Papers
- The FCR Silver Bullet
A report from Contact Centre Research - The Five Fundamentals of a Successful FCR Program
- Increase First Call Resolution: Eliminate the Top 10 Agent Errors Causing Repeat Calls
- "Best Practices for Implementing a First Contact Resolution Program in the Contact Center"
- "First Call Resolution For Call Center Executives"
- "Best Practices for Implementing a First Contact Resolution Program in the Contact Center"
- "First Call Resolution For Call Center Executives"
On Demand Webinars
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Links to Articles
American Banker
How Chase Got Control Of Call-Center Expenses-
ICMI's Customer Management Insight
Increasing First-Call Resolution: Tackling the Challenges Of the Top 10 Agent-Driven Repeat Calls -
CRM Buyer
Getting It Right the First Time: Better First Call Resolution With Analytics -
destinationCRM.com
How to Make the Most of Every Customer Contact - First Call Resolution Solutions
- Enkata First Call Resolution Metric Plug-in
- Enkata Automated Call Reasoning Data Sheet
- Enkata Strategic Service Suite
Enkata Collateral