Please enjoy this complimentary material.
White Paper: Zero Contact Resolution
Overview
In today’s global market environment, customers can take their business elsewhere more easily than ever. They have higher expectations and a lower tolerance for experiences that don’t meet those expectations. When you dole out bad customer experiences, you lose something you may never be able to replace. Zero Contact Resolution is becoming a business imperative for companies seeking to survive and thrive under current market conditions.
For years, contact centers have used first contact resolution (FCR) rates to measure their performance. And FCR remains a useful metric for assessing how well contact centers handle incoming requests from customers. However, FCR rates do not by themselves provide an accurate view of how well your company is treating your customers. A customer’s first interaction with your call center may not necessarily be the customer’s first interaction with your company, creating high expectations for customer service. If your contact center cannot deliver a high quality customer experience, customers can take their business elsewhere.
In other words, if you want to retain customers and successfully differentiate yourself from your competition, you can no longer rely solely on reactive metrics such as FCR rates to tell you how good a job you’re doing. You have to adopt best practices that will enable you to meet your customers’ needs before they hit the contact center. This is what Zero Contact Resolution (ZCR) is all about.
This white paper explains the forces that are making ZCR a business imperative for companies seeking to survive and thrive under current market conditions. It also offers concrete, practical examples of how to achieve ZCR—as well as how to improve true FCR and SCR.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
-
White Paper: Optimizing the Multi-Channel Agent Desktop
Learn the value of integrated agent visibility into multiple service channels.
-
White Paper: Winning on Service in an Uncertain Economy
In hard economic times, provide exceptional service for your current customers to harvest value.
-
White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
-
White Paper: Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
This white paper focuses on key elements needed to launch and sustain a successful customer-centric journey.
-
White Paper: Knowledge at the Point of Action: Make Sure Your Customers Love Your Company
Six best practices of Knowledge at the Point of Action.
Greg Gianforte