The Taylor Reach Group, Inc.; an award-winning industry leader in Call and Contact Center operations; has teamed up with CX industry leading analysts ContactBabel to publish a deep dive into the state of First Contact Resolution in the Contact Center industry.
TORONTO, Feb. 23, 2023 /PRNewswire-PRWeb/ — The Taylor Reach Group, Inc.; an award-winning industry leader in Call and Contact Center operations; has teamed up with CX industry leading analysts ContactBabel to publish a deep dive into the state of First Contact Resolution in the Contact Center industry.
The report – which is available for free on the Taylor Reach website (https://thetaylorreachgroup.com/the-inner-circle-guide-to-first-contact-resolution/) – represents a major independent analysis on the state of FCR, with a view towards providing customer contact professionals with the latest analysis and trends around the current and future evolution of FCR and customer interaction analytics.
“With Contact centers always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve these goals. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing FCR. This report provides insights and best practices for which centers of all sizes can embrace and deploy.”
“With these tools in hand,” says Taylor Reach, “stakeholders and Contact Center leaders will have an insider’s view of state, and future, of FCR in their own operations.” Resolving customer issues in the first call is essential to customer satisfaction and consumer confidence. It also benefits the company in that it reduces costs associated with multiple calls on the same issue, improves time to resolution, and increases the number of customers who can effectively be served by each agent.
The report can be accessed free of charge on Taylor Reach’s website:
https://thetaylorreachgroup.com/the-inner-circle-guide-to-first-contact-resolution/
An independent global Contact Center, Call Center, and Customer Experience consulting and advisory firm established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. Services include Strategic Assessments, Training Development, technology acquisition, AI, Revenue Generation, and anything related to optimizing the Contact Center. Taylor Reach serves client organizations across all verticals with anywhere from 5 to 24,000+ agents: SMB’s, Fortune 500 and Global 1000 firms.
Media Contact: For more information on The Taylor Reach Group, Inc. visit https://thetaylorreachgroup.com or phone Steve Baric at 1-866-334-3730 ext. 112
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Steve Baric, The Taylor Reach Group, 8663343730, [email protected]
SOURCE The Taylor Reach Group
