First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call resolution is far and away the most important metric to master. Why? It's a realistic way to achieve increased customer satisfaction at lower operating costs. It cuts out "waste" and gets customer issues resolved quickly. It also improves employee job satisfaction and lowers turnover, for it reduces agent frustration.

It is, however, a complex, multifaceted topic. I recently had a chance to speak with Rob McDougall, president of call center solutions provider Upstream Works (www.upstreamworks.com). Our conversation about implementing first-call resolution in the contact center is available here as a podcast

Happy listening!

TES