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First-Contact Resolution (FCR) transformed

FCR, an important customer experience metric

First-Contact Resolution (FCR) is an important customer service/customer experience metric, and is key to enhancing customer loyalty. Our blue-chip clients have not only been able to improve but also transform FCR with our solution. Here are some examples:

British Telecom boosts FCR by 37%

British Telecom (EE) boosted First-Contact Resolution by 37% with our conversational guidance for contact center agents, powered by AI and knowledge management. They also improved NPS (Net Promoter Score) by 30%, while reducing agent training time by 50%! View their presentation at our annual conference.

Barclays UK improved FCR by 36%

Barclays UK improved FCR by 36% with our conversational guidance for contact center agents, powered by AI and knowledge management, while reducing Average Handle Time (AHT) by 67%!

And others

Andersen Windows improved call quality by 33%, using our AI and knowledge-guided solution for customer self-service and contact center agents.


How to transform customer service

Want to transform customer service and engagement with eGain? Start with a risk-free, no-charge, production pilot. Talk to us now to learn more!