Presented By: Frost and Sullivan
Date: March 12th, 2:00 PM Eastern
First Call Resolution (FCR) is often viewed as a KPI aimed at improving the customer experience and not as a revenue generator. Recent research shows that costs associated with unresolved first time calls can be very high. Additionally, as repeat calls come in from repeat customers, the cost of not only the call itself but also the cost of losing that customer over frustration, undoubtedly increases.
How can something has simple as FCR, cut costs from your bottom line? Contact center technology provides the right tools to empower agents, helping them to be more efficient, and delivering at the same time, a superior customer experience. Furthermore, a well solved complaint can be turned into an up/cross sell opportunity thus increasing the customer value and loyalty towards the organization and driving revenue.