In the contact center, first call resolution (FCR) is crucial to the overall success of an organization, as it drives customer loyalty, profitability, and workplace efficiency. It comes as no surprise that call centers should have metrics in place to properly monitor FCR – given its immense value.
But where should contact centers begin with FCR? And what are some of the best ways to use FCR to drive improved agent performance and a better customer experience overall?
CallMiner will be addressing first call resolution best practices during an upcoming webinar (Thursday, August 11) presented by CRMXchange. Take a look at the following key points the webinar will touch on.
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This post originally appeared on CallMiner.