Whether they are interested in purchasing your products, or require service, your customers are becoming more and more demanding. They want you to understand them. They want to be able to reach out to your contact center through the channel or channels they choose. And your customers demand that in the moment when they speak to a live agent, their purchase request or service inquiry is resolved the very first time.
One of the best measurements in terms of impact to the customer experience is First Contact Resolution (FCR), which is among the key performance indicators (KPIs) measured by many organizations. And FCR is tightly correlated to customer satisfaction and Net Promoter Score.
There are a number of ways businesses today are improving FCR. With proper training, motivation, and the right information at the agent’s fingertips, they are able to provide extraordinary customer experiences and resolve customer issues the first time.
But what if your highly motivated, well trained and incentivized agents don’t have all the information they need in front of them at the “moment of truth?”
Fuze Unified Communications as a Service (UCaaS) allows companies large and small
to tightly integrate all their communication services (calling, chatting, meeting) on a single platform to allow employees to more effectively communicate. Fuze UCaaS provides company-wide presence and real-time collaboration regardless of device or location.