CCA Members In The News

A Modern Approach to First Contact Resolution, Podcast

May 31, 2023

With Customer experience now ranked as important as a product or service in a recent Salesforce survey, yet 80% of corporations believe they deliver a superior customer experience and only 8% of customers agree.

This disconnect has given rise to one of the fastest growing technologies in that of Contact Center as a Service (CCaaS). Those leading this charge are looking beyond the CCaaS boundaries, the so called front-office.

One of the most important CX measures is that of First Contact Resolution (FCR), where customer service agents adequately address a customer’s needs the first time they call or contact.

Connecting the back-office (UCaaS) and front-office (CCaaS) is now the focus in delivering the highest FCR resulting in excellent CX.

In this podcast these trends are discussed with Jason Byrne, Crexendo’s SVP of Marketing and Doug Green, TR Publisher.



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