Traditional training methods often struggle to equip agents for handling complex customer issues. Discover how AI-powered continual assessment can empower your agents, leading to improved FCR rates and a significant boost in CSAT.
This paper dives into the secrets of high-performing UK contact centres. We explore the surprising pitfalls of “digital-first” strategies and how they can impact First Contact Resolution (FCR) rates and Customer Satisfaction (CSAT). Discover the crucial role agent competence plays in exceeding customer expectations and learn more about how AI-powered continual assessment supports brands to dramatically improve FCR and CSAT performance.
Key learning outcomes:
- The Pitfalls of “Digital-First”: Discover why overreliance on self-service can lead to frustrated customers, plummeting FCR (First Contact Resolution) rates, and declining CSAT (Customer Satisfaction).
- Agent Competence – The Missing Piece: Learn how inadequate agent training hinders FCR and contributes to CSAT decline. Explore the challenges of traditional training methods and the impact of remote work on agent performance.
- Clever Nelly: The AI Solution for Success: See how Clever Nelly, our multi-awarding-winning AI-powered continual assessment technology, empowers organisations to improve agent competence in the flow of work to directly boost FCR and CSAT. Gain insights from real-world examples like Microsoft’s success with Clever Nelly.