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Knowledge Center First Contact Resolution Analysis

Improving First Contact Resolution (FCR) leads to a lower overall call volume, better managed handle times and a reduction in the cost to serve. Nexidia’s Managed Analytic and Business Services team, highly skilled in using Nexidia customer interaction analytics to offer a more tailored, qualitative approach to measuring FCR rates, identifies and focuses on the business processes and agent behaviors that will yield the most improvement to a company’s FCR rates.