Written by

Bernard Marr

Bernard Marr is a world-renowned futurist, influencer and thought leader in the fields of business and technology, with a passion for using technology for the good of humanity. He is a best-selling author of over 20 books, writes a regular column for Forbes and advises and coaches many of the world’s best-known organisations. He has a combined following of 4 million people across his social media channels and newsletters and was ranked by LinkedIn as one of the top 5 business influencers in the world.

Bernard’s latest books are ‘Future Skills’, ‘The Future Internet’, ‘Business Trends in Practice’ and ‘Generative AI in Practice’.

Generative AI Book Launch
View My Latest Books

Follow Me

Bernard Marr ist ein weltbekannter Futurist, Influencer und Vordenker in den Bereichen Wirtschaft und Technologie mit einer Leidenschaft für den Einsatz von Technologie zum Wohle der Menschheit. Er ist Bestsellerautor von 20 Büchern, schreibt eine regelmäßige Kolumne für Forbes und berät und coacht viele der weltweit bekanntesten Organisationen. Er hat über 2 Millionen Social-Media-Follower, 1 Million Newsletter-Abonnenten und wurde von LinkedIn als einer der Top-5-Business-Influencer der Welt und von Xing als Top Mind 2021 ausgezeichnet.

Bernards neueste Bücher sind ‘Künstliche Intelligenz im Unternehmen: Innovative Anwendungen in 50 Erfolgreichen Unternehmen’

View Latest Book

Follow Me

First Contact Resolution

2 July 2021

First Contact Resolution (FCR) is a measure of the effectiveness with which a company is resolving customer queries. It basically measures the rate at which customer queries are resolved at first contact.

FCR Call Statistics (A) = (Total number of queries) / (Total number of calls) x 100

This indicator is included in the book: Key Performance Indicators – the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and actual usage.

Back to KPI Library
Business Trends In Practice | Bernard Marr
Business Trends In Practice | Bernard Marr

Related Articles

12 New Jobs For The Generative AI Era

When any major new technology grabs the headlines, talk quickly turns to jobs. And so it is with generative AI.[...]

AI Everywhere: The Unmissable Highlights From Davos 2024

This year's World Economic Forum Annual Meeting in Davos was a testament to the growing prominence of artificial intelligence (AI) in our world.[...]

Harnessing AI’s Full Potential: 5 Adoption Essentials For Enterprise Success

Anyone paying attention to business and technology knows that AI is already driving seismic waves of change in industry and day-to-day life.[...]

3 Ways Generative AI Is Making Our World A Better Place

Bored of the negative headlines around AI, and specifically generative AI? Then this article is for you.[...]

The Metaverse And Its Dark Side: Confronting The Reality Of Virtual Rape

The police in the UK are currently investigating a virtual rape in the metaverse involving a young girl under the age of 16 who[...]

Generative AI (Probably) Won’t Take Your Job. But It Will Change How You Work

When you read or listen to anything about generative AI and its impact on jobs, it's often a story of job losses.[...]

Sign up to Stay in Touch!

Bernard Marr is a world-renowned futurist, influencer and thought leader in the fields of business and technology, with a passion for using technology for the good of humanity.

He is a best-selling author of over 20 books, writes a regular column for Forbes and advises and coaches many of the world’s best-known organisations.

He has a combined following of 4 million people across his social media channels and newsletters and was ranked by LinkedIn as one of the top 5 business influencers in the world.

Bernard’s latest book is ‘Generative AI in Practice’.

Sign Up Today

Social Media

0
Followers
0
Followers
0
Followers
0
Subscribers
0
Followers
0
Subscribers
0
Yearly Views
0
Readers

Podcasts

View Podcasts