Benchmark Customer Service First call resolution White Paper 
Taylor Reach Group
NOVEMBER 30, 2018
Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. Mission Statements focus on “providing world class customer service”, but the contact center receives no budget to deliver this.
NICE inContact
NOVEMBER 9, 2018
Your customers want convenient access to people who can help them solve their problems quickly while being treated with respect. Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. But so is providing great customer service.
Comm100
NOVEMBER 15, 2017
You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution.
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