First Call Resolution has become the “Holy Grail” of call centers, and for good reason. Around 30% of many companies’ calls are repeats. This represents an enormous and largely unnecessary expense. Even more important, no one likes to call back a second, third, or fourth time to get a problem resolved. As a result, first call resolution (FCR), or Read More >The post Increasing First Contact Resolution With Speech Analytics [Webinar] appeared first on Genesys Blog.