Today\u2019s fast-paced world emphasizes speed and instant gratification. We want it all, and we want it now, from clothing to gadgets to our favourite lunch items. And it extends to customer service: today\u2019s customers want to quickly and effortlessly resolve any issues with minimal disruption to their days.<\/p>\n
That\u2019s why first contact resolution (FCR) has become a key objective for high-performance customer-facing teams.<\/p>\n
SQM\u2019s customer experience research found that resolving a customer\u2019s call increases their likelihood of accepting cross-selling recommendations by 20%<\/a>. Also, your operating costs will be reduced by 1% for each percentage of improvement in first call resolution.<\/p>\n In this blog, we\u2019ll take a closer look at first contact resolution and its importance to customer-facing teams. We\u2019ll also provide helpful tips for how to improve first contact resolution rate.<\/p>\n