Cloud Computing Delivers FCR to Your Dashboards

Up to 40% of incoming calls at the average contact center are repeats. And 70% of those are caused by your agents. So, you can make a big impact on your operating costs and deliver a better customer experience simply by tracking and improving First Call Resolution (FCR) at the agent level.

So why is it that FCR is missing from over 80% of agent dashboards? Too difficult to implement? Not available at the agent level? Not enough confidence in your existing metric? Enkata has developed a secure cloud computing solution to easily bring an accurate, actionable FCR metric to your agent dashboard to drive impact immediately. The Enkata FCR Metric Plug-in - a powerful web service that processes and returns your enriched data .

Enkata FCR Metric Plug-in

Leverage Your Existing Investments with Enkata FCR Metric Plug-in

Stop repeat calls with a proven FCR algorithm. Used by some of the world's largest organizations to accurately process over 900 million customer service calls to date.
Enhance existing scorecards and dashboards. Send us a few key data elements and we'll return an enriched FCR metric for every agent that plugs in to your agent dashboards, daily, weekly or monthly.
Improve rapidly with data-driven coaching. Give your supervisors an FCR metric at the agent and call reason level for 100% of calls to uncover targeted coaching opportunities.
See results faster. Secure cloud computing delivery means faster implementation and a quicker path to increasing FCR.

Want immediate performance improvements? Request a demonstration to learn more about FCR Metric Plug-in, and see how it can bring FCR to your agent dashboard.