FCR (First Contact Resolution) is typically used as a measurement of customer experience and the majority of
consumers rank FCR as most valued in a customer service interaction. Yet for many companies, measuring FCR accurately can be difficult.
For example, if an agent responds to a customer email inquiry and nothing further is heard from the customer, should that be considered FCR? Perhaps the email went into their junk/spam folder or the customer wasn't happy with the response. Just because there's no further communication via email doesn't mean that the issue was resolved the first time. Or consider a situation where an agent meets every quality objective for an interaction, including FCR, but the CSAT scores don't reflect a good experience.
FCR is a great measurement and if applied properly it surely impacts CX, of that I have no doubt. But is it time to evolve to an even better measurement?
What if the agent was able to view the next best action for the customer, resulting in a
"Future Contact Resolution"? That is, the agent was presented with a very specific next best action based on the real-time conversation, sentiment, their journey, their history, buying patterns, and more, solving a potential future problem or closing a future sale? Imagine the possibilities of
Future Contact Resolution on the overall customer experience.
Do you think AI and machine learning will make Future Contact Resolution a CX reality? Or maybe it should be called something different to avoid correlation with traditional FCR
? Feel free to add to the discussion. All thoughts are welcome!
#CX Life (Xperience 2020, Industry Discussion, etc.)
#IndustryTopic------------------------------
Wendy Mikkelsen
Genesys - Employee
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