Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction.

First Call Resolution and Solve Rate Analytics That Produce Measurable Results

Customer Interactions with Jacada is a podcast series that focuses on solutions to improve the customer experience. View these podcasts to get an insider's view of best practices in the call center, customer service metrics and current agent and customer satisfaction statistics. In addition, there are other hot topics to learn about, such as the latest in social media advancements and the evolution in cloud computing.

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First Call Resolution and Solve Rate Analytics That Produce Measurable Results

First Call Resolution and Solve Rate Analytics That Produce Measurable Results