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Analytics What is FirstCallResolution? How to Improve (+Examples) Share What is firstcallresolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Why is FirstCallResolution Important?
To address and overcome this challenge, many companies have started embracing Unified CustomerExperienceManagement (Unified CXM). CXM has completely revolutionized how brands engage with their customers. Related Article What Is Unified CustomerExperienceManagement (CXM)?
What if the digital leader had a quick and easy way to share these insights with her colleagues in branches and the contact center to better empower branch employees, coach agents on this topic, and improve customerexperiences? But how is she making customers feel? Are they more or less likely to open a new account?
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