New consumer research from ContactBabel confirms that First Contact Resolution remains the single most important driver of customer experience, with 54% of customers ranking FCR as the number one factor and a further 37% placing it in their top three (the highest on record). Yet as contact centre demand intensifies, how are leaders expected to protect the ability to get it right the first time?
Our e-guide distils insights from a recent webinar panel discussion with Bupa Global and leading UK contact centre voice Martin Teasdale (host of Get Out of Wrap), exploring how pressure shows up in frontline teams, and what leaders can do to protect the quality conversations that sit behind strong performance and CX. Drawing on real-world discussion, it explores how continual learning and in-role competence help teams close knowledge gaps, make better judgements and resolve issues effectively, long before sustained demand begins to show up in the KPIs that matter most.