Six Simple Ways to Increase First Contact Resolution
First-contact resolution (FCR) is the magical yet common sense metric that—as everyone knows by now—makes the customer service world a better place. With the holiday crunch just around the corner, it's time to ask how you can increase FCR.
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Key takeaways from Pathlight's session on Building a Resilient Contact Center with AI-Driven Performance Intelligence at the Customer Response Summit hosted by the Execs In The Know community in Austin, Texas.
Agent performance is vital for CX success. Taking a holistic approach to monitor, evaluate, and manage agent performance can be a game changer for driving productivity at scale.
By adopting Pathlight to manage their entire QA process, run 1:1s, pull reports, and provide visibility to both agents and leadership, they’ve saved time, improved agent engagement, and seen customer service improve.