Upstream Works » Helping Contact Center Agents Improve First Contact Resolution
 

Helping Contact Center Agents Improve First Contact Resolution

White Paper Published By: Upstream Works
Upstream Works
Published:  May 15, 2008
Type:  White Paper
Length:  16 pages

It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.



Tags : 
customer, customer satisfaction, customer service, call center, call center management, contact center management, upstreamworks, upstream works, best practices, contact management, customer experience management

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