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Track and change cases and processes that are

causing internal delays and customer effort

First Contact Resolution

First Contact Resolution – in an ideal world all customer requests would be dealt with successfully first time, however, we all know this isn’t the case. There are processes, knowledge, skills and a lot of other things that stop us from doing this.

 

In-gage uses Salesforces case handling and a set of analytics to track which cases are causing customer effort and internal effort. This will to not only allow you to see which process cause pain and put actions to resolve them, but it will allow you to see skill gaps in the frontlines knowledge which mean you can provide targeted training and coaching to improve your first contact resolution.


We love what we do and our mission and vision drive us

to change the world one team at a time.


Not quite ready to chat?

 

We regularly host webinars on FCR – check out the next date below.

This webinar will look at ways you can reduce Customer Effort and improve First Case Resolution.

 

We’ll discuss where the various touch points are and how to use cases to work out whether inefficiencies are due to internal processes or staff behaviour. As well as how to measure data correctly, designing processes that get your results and how the right people looking at the metrics can have a positive effect.

 

This session will last about 20 minutes and you’ll take away at least 4 actions you can use to within your business.

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