First Contact Resolution

First Contact Resolution

 

Eliminate Repeat Interactions 

According to a 2012 study by the Professional Association for Customer Engagement, contact centers have achieved an amazing average first contact resolution (FCR) of more than 70%. But if 70% of customers’ issues are resolved in one touch, 30% aren’t. Surprisingly, this relatively small percentage of repeat contacts generates more than half (55%) of total call volume. That’s because, as the number of contacts per case grows, so does the complexity of the issues and time—and therefore cost—required to address them.

 

To move beyond 70% FCR, contact centers must be able to identify the most common issues—and their root causes—that trigger customers to contact the company more than once, and track the customers, actions and conversations about these repeat contacts across channels. They must also be able to measure FCR down to both the individual employee level and discrete contact reason. Only when executives, supervisors and analysts are armed with this kind of insight can they take real, effective and immediate corrective action.

 

Given the sheer number of contacts and volumes of customer big data, understanding and tackling the issues hindering first contact resolution has been extremely challenging. Today, NICE First Contact Resolution delivers what it takes to eliminate repeat interactions.

 

NICE First Contact Resolution provides the most advanced proprietary interaction analytics capabilities to provide a clear, actionable picture of what’s happening with customers from multiple points of view, and across terabytes of customer data using:

  • “Big Data” management infrastructure enables processing of terabytes of raw data from multiple channels, millions of customer records
  • Sophisticated rules engine and comprehensive cross-channel analytics identify contact reasoning  across 100% of calls, emails and chat interactions
  • Revolutionary sequencing engine and reports isolate customer identity across channels and FCR failures by contact reasoning, customer attributes, agents and teams
  • High-visibility dashboards tailored for supervisors, analysts and executives make it possible to understand the actual cost of repeat contacts and take immediate, targeted action to improve FCR