The first contact with your customers is the most important interaction you’ll have. Here’s how to increase your odds of resolving problems on the first try.
Of the many metrics gathered by contact centres, one metric stands among the others as a benchmark of efficiency and positive customer support: First Contact Resolution (FCR). It’s easy to understand why this metric is so important: How much does each call cost your centre? And how many of those calls are second or third interactions that could have been resolved on the first attempt? Read more →