One and Done: First Contact Resolution
Originally published in Contact Center Pipeline, May 2012 Have you ever picked up the phone to call a business, all the while thinking "I sure hope they are unable to handle my issue during this call and I need to call them back at least once to get this resolved"? Of course not. Any contact received from a customer comes with a set of expectations, and surely one of those is that the issue will be completely resolved by the time the contact ends. First Contact Resolution (