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First Call Resolution Research and Reports.

The Ascent Group has been has studying FCR and publishing reports for quite a few years. Feet on the ground consulting work with a myriad of clients gives them keen insight into what works and what does not. Register to download the latest excerpt for free here

SQM Group has recently published a comprehensive 400 page book covering all things FCR. Fortunately you can download a thought provoking excerpt here.

Primas has a free FCR report that covers the benefits of having a Second Call Treatment plan in place to address the inevitable - repeat callers. Download "Effectively using your data for Customer Retention" here

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