Zero Contact Resolution: How to Keep Customers and Build Great Brands

For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric for assessing how well contact centers handle incoming requests from customers, they do not provide an accurate view of how well your company is treating your customers. In fact, they may even be misleading.
  • Written By:
  • Published On:
  • (Originally Published On:) )
 
comments powered by Disqus


Featured publications:

Quickly Build Reports with IBM Cognos Business Intelligence

See how easily you can build distribution-ready reports that analyze your business.
  • Written By:
  • Published On: June 4 2013

Talent Management: Why It’s Critical for Business Success

Gone are the days when employees would sign on with a company and spend the bulk of their careers in that one organization, growing along with the business. Today’s highest performing employees are hungry for compelling opportunities with employers that recognize and actively grow their talents. An employer that doesn’t deliver on this agenda won’t employ great talent for long. Are you ready to attract, grow and retain the talent that will keep your company in the forefront? Learn how integrated talent management (ITM) can help nurture employees who drive growth.
  • Written By:
  • Published On:

Social Media Analytics: Making Customer Insights Actionable

Social media is reshaping the relationships that customers have with products, services, and brands. Read this white paper from IBM to learn how you can use insights from social media to understand emerging consumer trends and increase the ROI of your marketing campaigns.
  • Written By:
  • Published On:

You may also be interested in these related documents:

6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond

Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements that can help distinguish your organization’s product or service from your competitors. By applying these key elements, you can unlock the lifetime value of your customers and build an outstanding referral platform for future growth.
  • Written By:
  • Published On:

Building the Small Contact Center

Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs and changing customer expectations, and pressured by competition, small and midsized companies are investing in key customer service building blocks, such as contact centers.
  • Written By:
  • Published On:

Study Reveals Top 10 Requirements for Improving Event Resolution in IT

A survey of existing IT event resolution processes suggests organizations are unsatisfied with current processes, despite the importance of ensuring that severe service outages do not occur. In fact, over 75 percent of participants identified significant gaps in existing processes. However, it is possible to identify the components of an effective interactive event notification platform to mitigate current process gaps.
  • Written By:
  • Published On: