{"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 <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n <\/p>\n 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<\/a>.<\/p>\n