| INFORMATION |
| Published : |
May 15, 2008 |
| Length : |
16 |
| Type : |
White Paper |
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| Overview : |
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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. |
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