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As companies make new channels of communication with customers such as email and online chat available, 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 approach to first contact resolution to achieve the gains in efficiency and customer satisfaction this key performance indicator promises.
NICE First Contact Resolution leverages speech analytics coupled with cross-channel analytics to accurately identify repeat contacts. It then uses text mining to 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 action- updating agent scripts or conducting targeted training to address knowledge or skill gaps- to improve first contact resolution.
NICE First Contact Resolution Trend Report
Business Benefits:
By analyzing customer interactions, NICE First Contact Resolution offers a powerful tool contact centers can use to accurately measure first call resolution rates, identify the drivers of repeat contacts and effectively improve your contact center’s ability to resolve customer issues on the first contact.
- Reduce repeat contacts
- Improve operational efficiency
- Increase customer satisfaction
Capabilities:
Powered by Multi-Channel Interaction Analytics, NICE First Contact Resolution provides companies with 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
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