“The Inner Circle Guide to First-Contact Resolution” is based on surveys with over 400 UK & US organisations and 1,000 customers from each country.
Each Inner Circle Guide is available for the US and UK.
UK and US customers consistently state that having their query resolved first-time is the most important factor driving their customer experience.
First-contact resolution is the ‘miracle metric’ that improves customer experience while helping business profitability.
Yet measuring, calculating and improving first-contact resolution can be a very tricky proposition.
“The Inner Circle Guide to First-Contact Resolution” investigates:
To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.
The Importance of First-Contact Resolution: The ‘Miracle Metric’
First-Contact Resolution: The View from Customers, Businesses and Senior Management
First-Contact Resolution Benchmarks: How to Measure and Calculate First-Contact Resolution
FCR: Return on Investment
First-Contact Resolution and Digital Channels
Identifying Reasons for Repeat Contacts
18 Ways to Reduce Unnecessary Repeat Contacts
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