{"id":24647696,"date":"2015-11-03T15:53:32","date_gmt":"2015-11-03T15:53:32","guid":{"rendered":"https:\/\/airespring.com\/stagin-v2\/?p=24647696"},"modified":"2023-10-26T15:53:57","modified_gmt":"2023-10-26T15:53:57","slug":"improve-agent-performance-with-robust-contact-center-solutions","status":"publish","type":"post","link":"https:\/\/airespring.com\/stagin-v2\/improve-agent-performance-with-robust-contact-center-solutions\/","title":{"rendered":"Improve Agent Performance with Robust Contact Center Solutions"},"content":{"rendered":"

\"contactThink about the last time you reached out to a brand because you were having a problem with a product or service.Chances are you didn\u2019t wake up that day overly excited to spend 10, 15, 60 minutes on the phone with a contact center agent. But from time to time, all of us have to make those calls or take part in those web chats\u2014such is life.<\/span>
\nSince no one necessarily wants to spend their time reaching out to brands in the first place, it follows that when customers do invest their time in such endeavors, they hope it\u2019s not spent in vain. Indeed, customers expect contact center agents to be able to help them resolve their issues as quickly as possible\u2014ideally, the first time they reach out to a brand.
\nAccording to\u00a0Dimension Data<\/a>, however, contact centers are collectively having a harder time solving issues the first time they hear of them. In fact, first-contact resolution (FCR) rates have steadily declined since 2009. As it stands now, businesses solve 73.1 percent of customers\u2019 problems upon first contact. Phrased another way, nearly 27 percent of customers have to reach out to brands at least twice to solve their issues. Unfortunately, this increases the likelihood those folks will end up dissatisfied; businesses will almost certainly experience\u00a0customer churn<\/a>\u00a0as a result.
\nHow impressive is your contact center\u2019s FCR rate? While it\u2019s virtually impossible to resolve every issue the first time around, you should try to get your FCR rate as close to 100 percent as you can. That way, your customers are much more likely to become loyal\u2014which is important, particularly because\u00a0loyal customers<\/a>\u00a0are responsible for up to 70 percent of a business\u2019 revenues.
\nSome good news: Improving agent performance\u2014and therefore improving FCR rates\u2014is made easy thanks to modern contact center tools. Such solutions feature robust real-time monitoring functionality, which gives contact center managers the tools they need to make sure their agents are doing their jobs to the best of their abilities.
\nThanks to real-time monitoring, contact center managers can:<\/p>\n