Taylor Reach Group

MARCH 26, 2019

In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! In short, First Call Resolution is the concept of providing high quality service in order to resolve the callers issue on the first call (or other methods of contact as the case may be).

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

aircall

FEBRUARY 2, 2018

Customers want their issues resolved quickly, and when assisting a large volume of clients with a small (but mighty) support team, it’s a good idea to make “first-call resolution rates” one of your top priorities. To succeed in this, however, the first step is to minimize ”escalating” issues beyond the associate level.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Operational Metrics: First Call Resolution (FCR). Do they track customer journeys? Build a Team. Customer Effort Score(CES).

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Do they track customer journeys? If recent, these journey maps can provide starting points to start discovering important customer journeys.

Analytics 43

Analytics Metrics Government Journey mapping 43