A customer calls in to your contact center about a product-related issue. After 6 minutes on the phone, the agent hangs up. You never hear from this customer again, so you mark that down as a win in the first contact resolution column.
Many customer care and marketing leaders view high first contact resolution as a hallmark for call center success. But, does this metric really tell the story of the service experience or are your call center metrics lying? What could be lurking just beneath the surface of your seemingly impressive metrics might surprise you.
Fill out the form below to access 4 questions you need to be asking yourself about your call center analytics.
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