{"id":1205,"date":"2012-06-21T09:17:18","date_gmt":"2012-06-21T09:17:18","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1205"},"modified":"2012-06-21T09:17:18","modified_gmt":"2012-06-21T09:17:18","slug":"first-call-resolution-or-first-contact-resolution","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/first-call-resolution-or-first-contact-resolution\/","title":{"rendered":"First Call Resolution or First Contact Resolution?"},"content":{"rendered":"

We talk often about building a relationship with our customers, but are we driving them into channels that prevent us building the relationship?\u00a0 I really like using online channels for research, and simple queries, but when I want confirmation, or I have a difficult\/complex issue then I never find online flexible enough.\u00a0 As for social media? Great for whinging, or whining about companies, but getting something achieved over it – no chance.<\/p>\n

Looks like I’m not alone either, this great research from Ovum<\/a> shows that people still turn to the phone to get first call resolution\"\"<\/a>.<\/p>\n

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It’s not just the over 50 generation either, across all generations there is a clear need from customers to talk with someone when you need something resolved.<\/p>\n

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\nLet’s forget using First Contact Resolution, and keep it as First Call Resolution – it better reflects what our customers want from us.<\/p>\n","protected":false},"excerpt":{"rendered":"

We talk often about building a relationship with our customers, […]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1205"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1205"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1205\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1205"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1205"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1205"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}