Enkata FCR (First Contact Resolution) tracks repeat customer contacts and identifies the reasons driving them so you can improve customer loyalty by reducing the effort customers expend to do business with you, and decrease servicing costs by avoiding contacts that should never have happened. Providing actionable insights into repeat contacts requires three critical capabilities:
Visibility across the full chain of repeat contacts lets you identify the original cause, create meaningful metrics to assess individual performance, and develop finely targeted improvement strategies to eliminate future occurrences. Flexibility to handle different types of repeat contact definitions– first contact resolution, first person resolution, and next contact avoidance –lets you decide which strategy works best for your business. The bottom line is that only Enkata gives you repeat contact data that is sufficiently actionable to drive meaningful operational improvements and deliver substantial benefits to your company.