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Improving Customer Service through First Contact Resolution
Studies of consumer attitudes often find that 8 out of 10 respondents say that repeating information to organisations is one of the most frustrating aspects of contact centres.
Customers aren’t the only winners from First Contact Resolution (FCR) – the organisation clearly benefits from reducing waste and staff can consequently feel more engaged in their work. However, increasing FCR is not a universal solution to customer service and definitions of it can vary from one company to another.
79% of members responding to a January 2008 CCA survey said they have a 'One & Done' strategy of some type. Of these members, two-thirds said it was difficult or very difficult to implement.
This event will look to provide a definition of FCR, what it means to you and your customers, its desirability and – more importantly – is it achievable?
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First Contact Resolution: Is it Achievable and Valuable? What are the key issues facing the contact centre industry in 2008? How are consumers lives changing and what is the potential for a proactive service strategy using First Contact Resolution? How do we define 'one and done' and what are the strategies and issues in its delivery. What next after First Contact Resolution and will it help to address perceptions of the wider customer contact industry?
Contact Centres and the Search for Value. All organisations purport to want to understand their customers, yet many are wary of looking closely at how they are serving or not serving their customers. It may be an uncomfortable thing to do, and could prove to be disruptive, threatening a host of existing investments, technologies and power structures. However the best contact centres are taking a good hard look at themselves and are redoubling their efforts to get management attention.
In the past few years contact centre managers have become much more aware of the impact that first contact resolution (FCR) has on the performance of their contact centre. This session will look at the technologies available to managers to help them achieve their FCR goals and how they can improve the customer experience whilst increasing efficiencies and minimising costs.
A brief outline of NHS Direct the English Health Help Helpline and staff training. One of the issues relevant to both NHSD and other contact centre operations is First Contact Resolution (FCR). The presentation will explore the relevance of FCR to a Health Helpline and welcome comments from other CCA members.
Customers aren’t the only winners from First Contact Resolution (FCR) – the organisation clearly benefits from reducing waste and staff can consequently feel more engaged in their work. However, increasing FCR is not a universal solution to customer service and definitions of it can vary from one company to another. Are the technologies that are available to managers helping achieve their FCR goals , improving their customer experience whilst increasing efficiencies and minimising costs? What next after First Contact Resolution and will it help to address perceptions of the wider customer contact industry?
