When it comes to driving results in our contact center, who doesn't want to be the best? Industry experts and customer experience leaders often point to First Call Resolution (FCR) as an essential measure of your ability to drive CSAT and loyalty.
Last year, NICE CXone worked with Aberdeen to conduct an online benchmark assessment of 378 contact center professionals from a range of industries to find out where their contact solutions are achieving results and where they’re falling short. For example, best-in-class contact centers have an average first-contact resolution rate of 66%. Of the 378 contact center professionals who took the benchmark assessment, only 16% were best-in-class, 46% were industry average, and 38% were classified as laggards. Based on these scores, there is definitely room to improve your game.
Next week the NICE CXone team is heading to Orlando for Enterprise Connect 2014, March 16-20 at the Gaylord Palms Resort & Convention Center and we are going to give you the chance to improve your skills. Whether it’s showing your game at our Corn Hole Bean Bag Toss game at booth #1219 or meeting with one of our NICE CXone experts to create a customized game plan for your contact center, we can help you win.
As part of your game plan at Enterprise Connect, bring your questions and your teammates to the Educational Theater on Tuesday, March 17 at 5:30pm to listen to NICE CXone’s VP of Strategic Marketing Madelyn Gengelbach discuss the key things best-in-class contact centers do differently. To see how your operations measure up, there’s still time to get your personalized report here.
Make sure you don’t miss this opportunity to learn what your contact center peers are doing to improve their game. See you next week at Enterprise Connect!
P.S. If you can’t make the show, but would like to get a copy of Madelyn’s presentation, send us a message here in the comment section, on Facebook or Twitter.
