The Ascent Group, Inc.

Achieving First Contact Resolution 2011

Key to Customer Satisfaction

The Ascent Group conducted research in the spring of 2011 to better understand how different companies and industries are measuring and tracking First Contact Resolution. This is our seventh study of first contact resolution.

We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first contact resolution and ultimately to higher customer satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way.

Achieving First Contact Resolution 2011 will share measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Contact Resolution performance. In addition, we will provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.

Published: July 2011

List of Exhibits from the report

Download a Research Extract from the report

Benchmark Your First Call Resolution Performance