John Witt

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Latest activity by John Witt
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    John Witt commented,

    Answering Jamie's question, if you trust your agents you can create a macro they can use to send a "Thank you - we will close the ticket." and add a youre-welcome tag. You can create a metric which...

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    John Witt created a post,

    Considerations when calculating true FCR for tickets

    We've been using raw reply count to determine our first contact resolution (FCR) metrics and are now going a level deeper to see where we can make process and coaching improvements. I am wondering ...