First Contact Resolution (FCR) is one of the most important metrics for a contact center because of its strong connection to customer satisfaction, service efficiency, and cost-of-servicing.
Improving FCR requires a data-driven approach to identifying and eliminating bottlenecks while simultaneously enhancing processes. That’s where we come in.
Our advanced analytics-based solutions leverage both structures and unstructured data to identify the root cause of issues and boost FCR through a variety of ways, including digital deflection, and agent training and upskilling.
Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution
Over 30 years of CX experience across multiple industries
KPI-driven delivery for consistent and measurable quality and exceptional CX
Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together
End-to-end expertise across hiring, training, operational execution, and workforce management