With several KPIs to focus on in customer relationship management (CRM), it can be difficult to pick up on the ones that matter most. But when you think about your goals, improving your first contact resolution should sit high on your priority list if improved efficiency and customer satisfaction are focus points for the business.
First contact resolution is one of the most common metrics calculated, measured, and tracked by businesses with call or contact centres.
So, what is this metric, why is it so important, and how can we measure and improve upon it? Let’s dive straight in…