2014 Customer Service Benchmarking Data Review Conference. First Contact Resolution/ Customer Experience. May 13-16, 2014 Nashville, TN. Agenda. Guidelines Review – what ’ s relevant for FCR Key Measures Anomalies, Issues, Outliers and Corrections Next Steps.
CS Support and CS IT
Employees: Safety, Staffing
Customer: Customer Satisfaction, First Contact Resolution, Customer Experience
First Contact Resolution
(composite from multiple research sources)
Understanding FCR helps 1QC in its analysis of contact volume, quality and the related cost to serve your customers
Based upon “completion reports” run on May 9.
Based upon “completion reports” run on May 7.
Gene [email protected]
Debi McLain [email protected]
First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs.
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