Customer operations excellence: Edging toward your FCR revolution
In this decade, First Contact Resolution, or FCR, has matured into a must-have for CRM teams. Contact centres across the globe have fostered an FCR culture, thereby raising service andcustomer experience standards. However, some influences have pulled back this innovation, and they need to be tackled head-on.
Contact centre managers have started to think beyond traditional measures like "service levels", "average talk time" and "wait time." Slowly yet steadily, FCR has found its way into customer operations dashboards.
Being a dual function of customer experience and contact center efficiency - which by themselves are seminal measures for ops performance - FCR accurately portrays the overall health of your customer service.
