Use to measure first contact resolution and repeat contact rate defensibly, from conversation data rather than from agent-set dispositions. Trigger for "what's our FCR", "how many customers come back", "repeat contact rate", "are we resolving issues first time", one-and-done rate, or an FCR number t
Use to measure first contact resolution and repeat contact rate defensibly, from conversation data rather than from agent-set dispositions. Trigger for "what's our FCR", "how many customers come back", "repeat contact rate", "are we resolving issues first time", one-and-done rate, or an FCR number that looks implausibly high.
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