No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple. Solve the problem on the first try. First call resolution a.k.a. FCR is a metric we use to measure the rate of success of our agents on their first interaction with the customer. Research has shown that increase in FCR equals the improvement in customer satisfaction. Bottom line is that with higher FCR we’ll get happier customers and save a lot of resources.
What we say is important but how we say is what makes the difference. Same goes for writing. Styling and appearance are of utmost importance when communicating with customers. Writing just for the sake of it won’t have an impact and your words will, unfortunately, go to waste.
To help you prevent this, we’ve prepared a simple guide that will support you in making sure everything you write is perfectly clear before you press the send button.
The irony of writing – words kill the idea. Too many words, to be precise. Communication through text is something we use every day whether it’s a simple chat, email, article or announcement. You may not have noticed it, but all the tools we use on a daily basis are meaningless without the written content.
Let’s say you want to explore space and you want to build the largest telescope the World has ever seen. Who’d you call for help?
You’d probably want to assemble a team of renowned astronomers, engineers, opticians, and physicists.
BetterNow is a peer-to-peer fundraising platform focused on the Third Sector. Their platform allow individuals to create their own fundraising pages, and collect funds for their favorite causes.
Key performance indicators (KPIs) for customer service are a great way to measure the success of your team. However, there’s a catch:
Many companies don’t focus enough on them or overly focus on them.
FCR or First Contact Resolution is a metric that can drastically improve customer experience when used appropriately. However, it comes with a few drawbacks and traps you have to watch out for.
Arguably the most important thing between a business and a customer is trust.
Customer service agents play a crucial role in building long-lasting relationships with customers. If a customer experience is satisfying, the customer will trust the company if not, the company risks to lose the customer forever.