Using CIM Systems for First Contact Resolution

Managing a modern contact centre means grappling with several requirements that, at first sight, appear to be totally at odds with each other. For example, on the one hand, is contact centre efficiency; on the other is customer satisfaction.

Studies have shown that First Contact Resolution (FCR) is a significant metric that contact centres must measure. Increasing FCR rates provides three key benefits; customer satisfaction increases, operating costs decrease, and contact centre generated revenues increases. Unfortunately, there are also potential downsides, such as extended call durations as agents work to keep the caller on the phone line until all outstanding issues have to be resolved. When a customer calls the contact centre, the adviser must ensure they resolve the caller’s query on that first vital call. If they make a mistake, fail to have the correct information or have an insufficient authority to fix problems then the customer has to call back – this makes the customer frustrated, and the customer experience turns bad. Everyone loses.

So, how does one reconcile these two competing elements of AHT and FCR? Well, it is possible – the advances made in Customer Interaction Management (CIM) systems over the last few years have allowed contact centres to enhance FCR substantially while also increasing agent efficiency.

This document discusses current FCR trends and looks at where the CIM market is going. Click on the link below to find out more.

 Using CIM Systems for First Contact Resolution