First Contact Resolution (FCR)
As part of an improved customer experience, Zacoustic’s customer experience solutions prepare customer-facing agents to resolve customer issues effectively, leading to improved First Contact Resolution (FCR). The Zacoustic Calibrator trains agents to predict customer survey responses, which generates high-quality insights to highlight use of best practices as well as interactions in need of improvement.
This data is combined with reasons for contact , customer service performance, productivity levels, and other metrics in real time to provide managers with a thorough picture of each agent’s performance. This way, managers can determine each agent’s strengths and weaknesses to implement best practices and coaching as needed to improve productivity and efficiency.
As a result, not only does the agent’s performance improve, but so does First Contact Resolution, which leads to not only an improved customer experience, but also lower call volume and, therefore, a lower cost basis.