Call centers don’t have much of a choice but to meet customer expectations in today’s competitive markets. Figures show that U.S. businesses lose $84 billion as a result of unsatisfactory customer service. However, with the proper first call resolution (FCR) best practices in place, higher FCR rates are within reach.
FCR not only impacts the customer experience, but also optimizes your contact center’s efficiency while reducing operational costs. A metric too costly not to measure and implement, we’ve put together a list of FCR best practices. How does your call center currently monitor and track FCR? What would you include in our list?
[FULL BLOG POST]
This post originally appeared on CallMiner.