First Contact Resolution

Submitted by Anonymous on Wed, 06/16/2010 - 08:42
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The First Time’s the Charm

First contact resolution is one of the most important key performance indicators for contact centers. Unresolved issues lead to repeat contacts, which raise costs, slow operations and dissatisfy customers. Call centers use NICE First Contact Resolution, part of the NICE SmartCenter Suite, to measure the rate at which customer issues are resolved during the first contact and identify why others result in repeat contacts. By analyzing this data, you can take real-time action to increase first contact resolution, improve operational efficiency and increase customer satisfaction.
As companies implement new channels of communication with customers, such as email and online chat, the concept of first call resolution becomes first contact resolution. For example, customers might use email to report an issue to a service provider and then follow up with a phone call if the matter is not resolved. It is essential to adopt a holistic, cross-channel approach to first contact resolution to benefit from the efficiency and customer satisfaction this key performance indicator promises.
 
NICE first contact resolution leverages real-time speech analytics coupled with cross-channel analytics, text mining and web interaction analytics to identify repeat contacts and find their root cause. It also locates the original unresolved interactions, identifying the agents and situations that lead to repeat contacts. With these insights, call center managers can take real-time action to improve first contact resolution by providing agents with real-time next-best-action guidance, updating agent scripts or conducting targeted training to address knowledge or skills gaps.
By analyzing customer interactions and providing real-time impact tools, NICE First Contact Resolution enables contact centers to accurately measure first call resolution rates, identify the drivers of repeat contacts, and effectively improve the ability to resolve customer issues during the first contact.
 
  • Automatically measure first contact resolution across multiple communication channels
  • Reduce repeat contacts
  • Improve operational efficiency
  • Increase customer satisfaction
NICE First Contact Resolution provides companies effective tools to measure, understand and improve first contact resolution.
 
  • Identifies agents who drive repeat calls
  • Isolates topics that are associated with repeat contacts
  • Identifies individual agent knowledge gaps
  • Locates original unresolved contacts
  • Generates alerts when first call resolution rates are beyond the desired range
  • Provides real-time next-best-action guidance to agents