This playbook will help you:
- Establish a clear understanding of what First Contact Resolution is.
- Determine the key elements for accurately measuring FCR.
- Introduce best practices using FCR as a critical support performance metric.
- Provide step-by-step instructions to help you developed and apply FCR to your specific support model.
- Identify industry performance benchmarks for FCR.
- Highlight the correlation of FCR to customer satisfaction and NPS.
- Provide recommended best practices for archiving the optimal FCR rate.
This Report Includes:
- Define the elements of FCR
- How to measure FCR.
- Compare your FCR performance with industry benchmarks
- Define and achieve the optimal FCR performance level
- Overcome FCR inhibitors
- First Contact Resolution (FCR) Defined
- Elements of FCR
- Why FCR Matters
- How to Measure FCR
- Top 10 FCR Practices
- FCR Benchmarks
- The Optimal FCR Rate
- FCR Inhibitors
- Analyzing FCR Performance
- Optimizing FCR
- FCR Exception Handling
- FCR Optimization – Costs & Benefits