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Call Center Awards

First Call Resolution by Mike Desmarais (2012)

First Call Resolution
Author: Mike Desmarais,
President & Founder of SQM Group
(Book contains 400 pages)
First Call Resolution Mike Desmarais, President and Founder of SQM Group shares research, success stories and best practices for improving first call resolution.

This book provides tremendous value as it is, in essence, a 400 page white paper on FCR research and best practices for improving FCR.

The purpose of the book, First Call Resolution, is to help call center managers improve their first call resolution (FCR) performance. Since 1996, SQM has been the leading authority for measuring, benchmarking, tracking, consulting, awarding and improving call center FCR performance in North America. As a result of benchmarking over 450 leading North American call centers and surveying over 1 million customers and 25,000 CSRs on an annual basis, SQM has gained valuable insights into call center FCR performance and best practices for improving FCR. This book builds on SQM’s previous book, World Class Call Center, with an emphasis on FCR.

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