Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center. Improving your FCR can reduce costs and increase customer satisfaction, which in turn boosts customer retention and upsell opportunities.
At the same time, a successful FCR program goes beyond the metric. Refocusing your efforts on resolving customer issues in one call will likely cause a fundamental shift in the way managers and agents approach their jobs. Working toward a high FCR encourages you to streamline internal processes, provide better support for agents, and adjust your goals and incentives to balance cost, quality and sales.
This paper details:
• Why FCR is important and the benefits to be gained
• The five fundamentals that support thriving FCR programs
• How technology can support your efforts
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