Resolving a customer’s needs within the first contact is widely accepted as one of the most important measures of success in contact centers today and it has a powerful, positive effect on both financial and performance metrics.
Not only does first contact resolution (FCR) reduce costs and increase service levels by cutting down on the number of customer contacts, it is one of the primary drivers for improved customer satisfaction, increased retention, and higher revenues.
According to DMG Consulting, “too many companies struggle to realize the full benefits of their FCR initiatives because they do not know how to convert the findings into action.”
This paper will discuss:
• How contact analytics can be used to accurately measure FCR
• How those insights can be used to improve business processes.
• A case study by Pershing LLC highlighting the use of speech analytics
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