First Call Resolution Research and Reports.
• The Ascent Group has been had to study 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.
• SQM Group has recently published a comprehensive 400-page book covering all things FCR. Fortunately, you can download a thought-provoking excerpt.
• 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.