How to Improve First-Call Resolution Rates with CTI

First-Call Resolution (FCR) is a critical metric in customer service, indicating the ability to resolve a customer’s issue during their initial contact. A high FCR rate leads to increased customer satisfaction, reduced operational costs, and improved agent productivity. One of the most effective ways to achieve this is through robust Computer Telephony Integration (CTI). CTI… Continue reading How to Improve First-Call Resolution Rates with CTI