The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or problem.| www.sqmgroup.com
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| www.sqmgroup.com
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.| www.sqmgroup.com
Discover valuable customer service research by benchmarking and tracking voice of the customer and employee studies designed to improve First Call Resolution and provide great Customer Service.| SQM Group
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Discover the impact the FCR metric has on Customer Retention and how improving FCR increases secure customers and reduces customers at risk of defection.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
Learn how to calculate your First Call Resolution rate to discover how efficient you are at serving your customers.| www.sqmgroup.com
Benefits and tips for measuring and improving one of the most crucial contact center metrics, resolving a customer's problem on the first call or contact.| SQM Group