The Ongoing Struggle Between FCR and CSAT

Always cultivate a healthy customer experience.
Always cultivate a healthy customer experience.

It is paramount for businesses to strive to achieve both high CSAT (customer satisfaction) scores and high FCR (First-Call Resolution).  Some scratch their heads trying to devise a new way or trendy method to make this happen. Others resort to antiquated strategies.

For some, businesses find themselves diverged in a yellow wood meeting a fork in the road. Which road is the right one to pursue? First call resolution or customer satisfaction scores? Sometimes one has to prioritized to help the other ascend.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service

The optimal answer is both. This is attainable with a variety of automated customer support options. Raising first call resolution rates are a great way to improve customer satisfaction because this means problems are eliminated on the first attempt. The best way to  keep a customer happy is to steer them clear of problems altogether. On the contrary, raising CSAT scores can also inherently raise FCR because of efficiency and a commitment to deliver. 

A Yonyx solution can be what is needed. Virtual self-service manuals, frequently asked question manuals and call center scripts are all premiere options to enhance the customer service experience.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree