261: Thoughts on First Contact Resolution

Adam shares surprising statistics about first contact resolution, why it’s important, and tips for putting this knowledge to better use. First Contact Resolution (FCR) is not always customer-centric How many steps must a customer take before resolving an issue? More importantly, how does the customer feel about the experience of making contact? Because speediness for speed’s sake tends to harm the way customers perceive the experience. First Contact Resolution (FCR) is a common metric in call centers. Resolving customer issues quickly is very important! However, a narrow focus on FCR can misrepresent the experience the customer is having and lead to undesired results. “How can an issue be resolved, but not REALLY be resolved?” -Adam Toporek It’s common to think a service interaction has been a success if the issue was resolved at the first contact. Consequently, the experience around that first point of contact tends to suffer in favor of boosting FCR. Above all, customers need service that is not only fast, but leaves them feeling confident and satisfied. How can you balance customer effort with overall experience at the first point of contact? Today, Adam shares compelling statistics around FCR, why it’s important and what you can do to help your staff better understand this metric. Listen in for tips you can use today! Related Content 360Connext® post, Your Data Is Only as Good as Your Perspective Customers That Stick® post, 3 Areas to Focus your Customer Experience in 2017 Episode 119: CXPA Live, Predictive Analytics Episode 208: Can You Predict Customer Behavior? We're on C-Suite Radio! Check it out for more great podcasts Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free! Make your mission statement meaningful both to customers and employees Ensure customer-facing employees meet and exceed expectations Turn ordinary processes into a conduit for your mission Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free and check out more free webinars.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices