Improving first-call resolution (FCR) rates in your call center doesn't mean extending call length. Instead, focus on optimizing processes and equipping agents with the right tools. Here are some strategies:

• Enhance training programs: Ensure agents have comprehensive knowledge and problem-solving skills.

• Utilize a robust knowledge base: Provide easy access to information that can help solve common issues quickly.

• Implement call monitoring and feedback: Regularly review calls to identify areas for improvement and provide constructive feedback.

What strategies have worked for improving FCR rates in your call center?