White Papers

9 Secrets to Boosting First Call Resolution

Overview

In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of many reasons that satisfying customers has become a key priority among progressive enterprises.

The practical impact at the contact center is to take a fresh look at the metrics that drive performance. First call resolution (FCR) has garnered a lot of attention lately; while it is widely recognized that FCR is one of the top drivers of customer satisfaction, actual usage of this important metric is surprisingly low.

In this white paper, we will explore the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discuss some of the challenges associated with definition and measurement, and suggest practical steps contact centers can take to capture this metric and improve performance.

One of the major points of contention surrounding FCR is what the acronym stands for: is it first contact resolution or first call resolution? A purist would contend that first contact resolution is the proper metric, and while tracking all contacts is most reflective of the true customer experience, it is often impractical, expensive and sometimes impossible to develop meaningful metrics that encompass all touch points. For these reasons, we will limit our discussion to first call resolution.

The good news is that you can measure and manage first call resolution. Implementing sound practices coupled with an appropriate technology solution makes it possible to measure, understand, evaluate and improve this essential performance metric

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Turn your team into a high-performance engine

Your agents are your greatest asset when it comes to customer satisfaction. NICE CXone Workforce Engagement (WEM) helps your team excel.

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NICE CXone Workforce Management

Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed with Artificial Intelligence at the core and leveraging advanced statistical and mathematical optimization, NICE CXone Workforce Management answers the industry’s need and delivers breakthrough performance improvements.

White Papers

9 Ways to Improve First Call Resolution Rates

In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of many reasons that satisfying customers has become a key priority among progressive enterprises. The practical impact at the contact center is to take a fresh look at the metrics that drive performance. First call resolution (FCR) has garnered a lot of attention lately; while it is widely recognized that FCR is one of the top drivers of customer satisfaction, actual usage of this important metric is surprisingly low. In this white paper, we will explore the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discuss some of the challenges associated with definition and measurement, and suggest practical steps contact centers can take to capture this metric and improve performance. One of the major points of contention surrounding FCR is what the acronym stands for: is it first contact resolution or first call resolution? A purist would contend that first contact resolution is the proper metric, and while tracking all contacts is most reflective of the true customer experience, it is often impractical, expensive and sometimes impossible to develop meaningful metrics that encompass all touch points. For these reasons, we will limit our discussion to first call resolution. The good news is that you can measure and manage first call resolution. Implementing sound practices coupled with an appropriate technology solution makes it possible to measure, understand, evaluate and improve this essential performance metric