AnsweredAssumed Answered

First Call Resolution Coaching through CM

Question asked by hakbar on Jun 26, 2019
Latest reply on Jun 27, 2019 by stevewilton

Howdy EO Team,


My company is working towards overall FCR increase and creating a work culture that is incentivized for helping resolve customer issues and providing best in class Customer Service. 


We are starting to utilize AI/Machine Learning through Big Data for our projects for analysis but that level of insight will provide us with reasons for those calls and callbacks, not what behaviors can be coached against to improve FCR.


Is there a Speech Tool metric that traditionally has correlated with FCR and can be worked into the frontline as an auxiliary metric to support increases in FCR?


I was looking at Customer Effort but this score is more of a driver of CSAT based on my analysis. 


Would appreciate the suggestions!