FIRST-CONTACT RESOLUTION, AN IMPORTANT CUSTOMER EXPERIENCE METRIC
First-Contact Resolution (commonly called FCR) is an important customer service and contact center metric, and is key to enhancing customer loyalty. In the phone-first era of customer service, it used to be called first-call resolution, and along with average handle time, was one of the most important metrics tracked in contact centers.
Improving First-Contact Resolution Rate
Our blue-chip clients have not only been able to improve, but also transform FCR with our solution. Here are some example from our business clients.
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%!
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Andersen Windows improved call quality by 33%, using our AI and knowledge-guided solution for customer self-service and contact center agents.
Contact centers have become complex centers handling customer service, sales and marketing needs of a business. They are under pressure to deliver value. How can they deliver?
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