Improving First Contact Resolution with Continuous Workforce Optimization
6 Tips to Reduce Overall Contact Center Operating Costs While Improving CX!
One of the most important Key Performance Indicators (KPIs) in any contact center is First Contact Resolution (FCR). By reducing the number of times a customer needs to contact your organization to resolve a problem, you can reduce overall operating costs and improve the customer experience.
According to research from the Service Quality Measurement Group (SQM), the average contact center FCR rate is 68%, which means that 32% of operating costs are spent on repeat contacts.
Download this tip sheet for six key insights into improving FCR with Continuous Workforce Optimization!