First call resolution is one of the most important goals of a contact center. Not only does it reduce costs of engaging your resources with customers to a minimum, it reduces the frustration and dissatisfaction a customer has when having to contact the organization multiple times. This in turn can lead to customer churn and a customer who vocally disapproves of your brand. Envision solutions can help identify when this is happening, and help correct it.
Improving first contact resolution is an important focus for the contact center since more than a third of consumers will move on to a competitor if their issue isn't resolved. It's critical that agents have the right training and coaching to be effective in handling customer interactions, independent of channel, and that the information they cannot correct is getting to the departments and people who can.
Here are some strategies to consider when improving FCR:
Read on below to learn more specific areas our products can help with first call resolution.
Learn how Nike Golf leveraged their investment in Envision's solutions to improve first call resolution and customer experience, largely through agent and team self evaluation.
Use Envision's interaction recording products to record phone calls, emails, web chats even social interactions and tag those interactions with data unique to customers. In some cases tags will be taken from ACD meta data, in other cases it will be from the CRM and agent desktop applications. Using this recorded and tagged set of interactions, you'll be able to identify which customers are contacting your organization more than once within a 24 hour period (or whatever period you choose), drill down and review the interactions to determine why.
Use Click2Coach when agent behavior needs modified to meet FCR goals. In some cases you may need to send a specific interaction back to an individual agent to ensure he or she can solve that type of customer's inquiry next time. In other cases, there may be a systemic issue that needs fixed amongst a group of agents or the entire contact center. You don't have time to bring them all into the training room, instead use Click2Coach to create an eLearning clip and send it out to agents quickly, getting them what they need to know to handle a similar situation next time.
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
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