The definition of FCR is quite easy: A customer calls with an issue and an agent helps fix the issue on the first call. Even if the call is transferred or escalated, it’s considered FCR is customer places only one call to get the problem solved.
Why does multichannel matter? By integrating voice, e-mail, web, and chat support into a single customer service strategy, companies are putting choice back in the customer’s hands.
How many steps do you perform from incident submission to incident resolution? How many screens are toggled through just to record the initial submission? How many communications are performed throughout the resolution life-cycle?
Overview of the Incident Manager functionality within the PhaseWare Tracker application.
An overview of PhaseWare’s Customer Support Software Applications.
Amdocs Support is a case management solution that improves customer service, increases revenue, and optimizes workflows. To handle customer cases, this product uses a ticketing system that speeds up response times and guarantees that no inquiry falls through the cracks.
Sword Ciboodle Flow is a case and workflow management solution designed with best practices in mind. To expedite case resolution, Ciboodle Flow can tie a variety of media — including images, transcripts, and scanned documents — and assign expertise-relevant agents to specific customer quotes, orders, complaints, and inquiries.
Your customer service department is a vital ingredient in the success of your business, but many companies skimp when it comes to their help desk. We’ve compiled a list of the top help desk software solutions that will not only help you improve customer service, but they’ll also streamline your operations.
Ciboodle Live is high-quality web self-service customer support solution that reduces the need for face-to-face customer service interaction. Ciboodle Live is comprehensive enough to handle common customer service requests so that your agents can focus on handling more complex inquiries.
Pega Case Management helps users resolve customer problems with efficiency and consistency. To do this, the platform provides customer service agents with complete information displays, recommends agents to cases based on expertise, and adapts to case complications on the fly.