Get Insights into the Customer Experience from FCR
First Contact Resolution (FCR) provides an accurate assessment of the customer experience, a contact center's performance, and the agents' productivity. However, contact centers need to exercise caution while measuring FCR, according to Infosys' expert.
In an article published on CRM Buyer, our expert recommends combining quality monitoring, customer surveys and customer analytics to accurately measure both the customer experience and the efficiency of the contact center.
Contact centers can drive operational excellence through FCR by:
- Routing and resolving customer issues promptly and correctly
- Aligning contact center and agent incentives
- Enabling innovation without any impact on service costs
Read the article
Reproduced with the permission of CRM Buyer
Author
Badri Srinivasan, Principal Consultant, Enterprise Solutions, Infosys Limited
Badri has more than 10 years of experience in CRM transformation initiatives across banking, insurance, high technology, manufacturing, and logistics. He defines CRM business architecture, formulates technology strategy, optimizes call center and sales processes, and realizes operational improvements. He can be reached at
Learn more about Infosys' offerings in Customer Relationship Management