First Contact Resolution has a big impact on every call center. It affects volumes, operational spend, agent training, and most importantly, customer satisfaction and customer loyalty.
In today’s economy it is more important than ever to present solutions that return hard dollars to your Line of Business. By understanding why people call you, what causes unnecessary repeat calls and where there are opportunities in either processes or training; you can prove value to your organization by decreasing Revenue Leakage and Increasing Customer Satisfaction.
Join First Contact Resolution expert Rob McDougall for an informative hour that reviews these questions and more, as well as provide you with a better understanding of the impact of repeat calls and what reducing them could mean to your business.