Driving First Contact Resolution for a Rich Customer Experience11 March 2011 by Aegis
First Contact Resolution (FCR) is an important metric in a business and is directly related to the customer experience. With emerging emphasis on reducing cost and enhancing customer experience, organizations are increasingly implementing FCR measures that will help bring about a desired level of customer satisfaction while keeping costs under control.
It helps measure proficiency and capabilities towards resolving customer queries and disputes, thus enhancing the overall customer experience. This paper highlights the approach businesses could adapt to improve FCR.
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Driving First Contact Resolution for a Rich Customer Experience