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Finally Fix Your FCR | Snackable CX, Ep. 8

No one wants to have to contact customer service twice to get an answer to their question. Don’t serve them right the first time, you’ll have hell to pay when they call back all flustered and frustrated—clogging up your hold queues, berating your “incompetent” agents and demolishing your contact center efficiency. That’s why it pays to get first contact resolution right, well, the FIRST time. Sam’s going to give you a holistic, six-step road map for improving FCR from the top down. This episode has been adapted from our article, “How to Improve First Contact Resolution with a Top-Down Approach," which you can read here: https://getmindful.com/blog/improve-f... —————— Chapters 0:00 Intro to First Call Resolution 0:58 Importance of FCR 1:43 Establish a business-wide understanding of FCR 3:15 Remove unnecessary hurdles for agents 4:20 Provide FCR training to all agents 5:52 Remove stress with a callback solution 6:34 Capture customer context 7:47 Create a feedback loop between customers and managers 9:09 Next steps to FCR 9:48 Nutritional Facts —————— Keep snackin' at https://getmindful.com/snack/ Subscribe on Apple: https://podcasts.apple.com/us/podcast... Subscribe on Spotify: https://open.spotify.com/show/4hOs7JF... Subscribe on Google: https://podcasts.google.com/feed/aHR0... Subscribe on Amazon: https://music.amazon.com/podcasts/5e9... Follow Mindful on Linkedin:   / mindfulapp   Follow Mindful on Twitter:   / mindfulcx   Music: "To Us" by Sam Ock // SyncID MB01IMKZTGYM1VR