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7 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

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Return to List of Recent Blog Posts The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed –

7 08, 2019

First Contact Resolution (FCR) Benchmarks

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The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.