CX: First-Call Resolution

For some people dialing a contact center, first-call resolution matters more than self-service.

The former means that an agent will tend to take care of their customers’ problem without transferring them to multiple people.

Wilford pointed to a grill company whose agent walked him through how to set up his new machine on a Sunday morning. Wilford initially contacted the company through chat, and the agent answered him, asking if he could call him and send him a setup video.

Wilford said the businesses that provide first-call resolution to their consumers will differentiate themselves. His omnichannel experience with the grill company won him over as a customer.

“It solved my problems in 15 minutes on a Sunday morning, and they got a year’s worth of free advertising to 1,000 people that I talked to because I use them as an excellent example of customer service,” Wilford said.