First Contact Resolution (Best Practices Report)

Published On:
September 11, 2000
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This study of best-practice organizations' first-contact resolution processes is the result of a focused benchmarking project conducted by APQC, along with Response Design Corporation and Pearl Advisory Group. This report focuses on determining the optimum level of first-contact resolution, implementing that optimum level, and measuring the effectiveness of a first-contact resolution initiative. In First Contact Resolution: A Customer Contact Center Study, discover how leading organizations developed effective customer and supplier feedback mechanisms.