CRM Whitepaper: Zero Contact Resolution
Type: Whitepaper
Author: Steve Daines, RightNow Technologies
Length: 10 pages
Cost: Free. Registration required.
Zero Contact Resolution – How to keep customers and build great brands
First Contact Resolution (FCR) has for years been used as the standard metric for measuring contact center performance. For all their usefulness, FCR has limitations, for example you do not get an accurate idea of how well you are treating your customer.
FCR is a reactive metric and in these competitive times, you need something more that enables you to gain your customer’s respect in his very first interaction with you. You need to be proactive in knowing the customer’s preferences. This is the essence of Zero Contact Resolution (ZCR).
What can ZCR do for your contact center? Read the rest >>>
Filed under: CRM Whitepapers