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White Paper Description
For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading.
Related Topics: Customer Relationship Management (CRM), Contact Management (CM)
Related Keywords: zero contact resolution, second contact resolution, RightNow, SCR, voice self-service, customer retention, customer satisfaction, web self-service, first contact metrics, customer touch-points
Source: RightNow Technologies
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