White Paper

First Contact Resolution

  • PDF
  • 656 KB

Don’t Just Answer – Resolve

FCR is not about the first contact answer – it’s about fulfilling the issue to the satisfaction of the customer and your company. Consistently achieving FCR requires technology that can deliver the following capabilities to:

  • Know your customer. Provide CSRs with immediate understanding of the customer and issue before the call even begins.
  • Just do it. Don’t just tell the customer what will happen: act in order to fulfill the request at the time of the call.
  • Use the right channel. Use the channel that ensures the best outcome on the first contact – and use multiple channels at once if that is what it takes.
  • Fulfill the request and sell more. The best resolution for the customer may involve complimentary products or services, so combine service fulfillment with relevant offers.
  • Make it a better experience. Learn from past interactions to continuously automate, refine and improve the experience for the customer and the CSR.


Related Resources

PegaWorld 2018 promo card

PegaWorld 2018

Registration is Now Open

Discover why 4,500 global leaders plan to join us next June in Las Vegas!

The Salesforce.com Alternative

Considering Salesforce.com?

Don’t fall for the hype. See why today’s leading enterprises choose Pega CRM.