What is the Best Way to Improve First Contact Resolution?

We asked our Twitter panel “What is the best way to improve First Contact Resolution?”

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mplsystems ‏@mplSystems

Agents spend 50% of their time switching between IT systems – apply a unified desktop, multi-channel customer service strategy to fix this.

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starcorner ‏@starcorner

Listen. Jumping to conclusions is something that can be easily and cheaply prevented, but will decrease your First Call Resolution rates quickly.

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Carolyn Blunt @CarolynBlunt

Give agents regular feedback and coaching. Each should evaluate calls and compare notes to identify more First Call Resolution opportunities.

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INSIDE-CC ‏@INSIDECC_de

Give the agents all necessary authorization to create customer-focused solutions.

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Magnetic North ‏@MN_Cloud

Use skills-based routing to ensure your customers are matched with the best agent with the right skills for that call.

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CCA Group ‏@cca_group

Empower and train advisors with the knowledge to action the appropriate methods to resolve customers’ issues.

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Aspect in Europe ‏@Aspect_Europe

Get advisors to invest time in each contact to ensure satisfactory resolutions to queries first time.

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Carolyn Blunt @CarolynBlunt

Have a good knowledge base. Ensure that it is easily searchable and up to date. Customers often know more than agents by accessing your website!

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NewVoiceMedia ‏@NewVoiceMedia

Match customers with the right agent with the right knowledge, first time.

 

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Carolyn Blunt @CarolynBlunt

Empower agents to make decisions. Provide parameters and real examples of what you want and don’t want, then trust them.

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Netcall ‏@Netcall

Prepare your agents! Provide a single view of customer data to empower agents and improve customer satisfaction.

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David St.J Richards ‏@dstjrichards

Excellent agent training.

 

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Danny Singer ‏@DannySinger19

The answer is simple: Well mapped customer interaction processes (scripts) integrated with enterprise systems.

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Dan Rickwalder ‏@wfmguru

Answer the phones in a timely manner, always, and the agent should have a smile, be well-informed and be empowered.

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Chatonomics ‏

Deploy Live Chat! First Contact Resolution percentage goes through the roof.

 

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Carolyn Blunt @CarolynBlunt

Improve FCR by training your agents properly, don’t just sit them by Nelly! Silently listening to calls is BOORRRINNNGG! And ineffective.

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What do you think is the best way to improve First Contact Resolution?

Tweet your answers (in less than 140 characters) to @JontyPearce