Strategies for FCR
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:
- Record all omnichannel transactions so you have
- Tag recorded interactions with a unique identifier, such as, an account number
- Use Envision Analytics to drill down and identify when FCR is not met
- Coach a specific agent or group of agents when training is needed
- Get the information to the right people outside of the contact center when FCR is not met due to product or service challenges
Read on below to learn more specific areas our products can help with first call resolution.