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?