Customer UC and First Contact Resolution

Customer UC and First Contact Resolution
from Interactive Intelligence

Article

Description:
The search for enterprise benefits from Unified Communications capabilities always seems to revolve around improving business results by communicating more effectively and efficiently with customers. Even with fast access to live assistance from a call center “agent,” the need for particular expertise cannot always be provided by one person alone. This consideration led to a key metric for customer satisfaction, “First Call Resolution," based on getting other personnel quickly involved in satisfying all the caller’s needs during a single call. Read this article to learn how new UC capabilities are changing FCR.

Interactive Intelligence Article Sample

As new UC capabilities become available to customers, both online at the desktop and with mobile “smartphones,” initiating contact via email, chat or telephone will not limit interaction with live assistance to those modes of interaction. Email contacts can be escalated to online chat or voice conversations and it is those forms of interactions that could make the difference for a satisfying “customer experience,” not just how long it takes to establish contact with live assistance.

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