causing internal delays and customer effort
First Contact Resolution
First Contact Resolution (FCR) – 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 inside salesforce.