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Helping Contact Center Agents Improve First Contact Resolution

Upstream Works

It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.

Tags : customer, customer satisfaction, customer service, call center, call center management, contact center management, upstreamworks, upstream works
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Published:  May 15, 2008
Length:  16
Type:  White Paper