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First contact resolution rate is a great and well-known indicator of a contact center's efficiency. ICMI Consulting can help you gain bottom-line advantages for your contact center by addressing measures and processes that increase FCR rates, such as:
Measuring FCR correctly for your unique environment and establishing a base level for improvement.
Minimizing touch points and reducing contact center expenditures.
Aligning quality assurance monitoring processes with FCR objectives.
Collaborating with stakeholders on FCR goals.
ICMI consulting will help you use First contact Resolution effectively for your unique environment and bring new efficiencies to your contact center. Learn more about the specific processes and procedures involved in this consulting solution by downloading the brochure: