The Role Of First-Contact Resolution As A Major Driver For Customer Experience - Contactbabel Ltd
When it comes to striving to ensure the most positive customer experience (CX) at call centres,first-contact resolution(FCR) ought to be a key topic of conversation. After all, surveys of both organisations and customers have unearthed plenty of evidence of FCR being a primary factor in positive CX – yet its importance hasn’t always been fully understood by decision-makers.
It...
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