Focus: First Call Resoluton | Review of Top 25 Organic Search Results on Google

Focus: First Call Resoluton | Review of Top 25 Organic Search Results on Google

For those looking to embark on a new or improved effort into the land of first call resolution, the task of weeding through the noise can be daunting. Assuming you are starting your journey via Google, much like I recently did, getting the lay of the land presents quite a challenge – chewing up precious time, focus, patience and resources.

Having just survived that challenge, I thought it wouldn’t hurt to share a break down of the top 25 organic search results – hopefully of making someone’s life a bit easier.

Note about the column headers
– Landing Page Offer should help in understanding the type/quality of the content – if there is no offer, perhaps the page was designed just to bring you to their site (no real fcr solution). Or maybe the offer tells you something about the company and their solution

– FCR Tool | Indicates if the company has a legitimate/dedicated tool dedicated to measuring first call resolution

– Implied FCR Solution | For many of the landing pages, although definition, measurement and improvement of FCR is discussed, the company does not have a first call resolution solution but is implying that they can help FCR with thier product solution. Several companies, however, do have a solution – which is indicated in Italics.

Company Primary Landing Page Message Landing Page Offer FCR Tool Implied FCR Solution
TalkDesk
Blog 2014
Methodology: How to Measure First Call Resolution Demo | Research Paper No Methodology
Call Miner

Blog 2017

Methodology: What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR Demo No (However they do offer to analyze 500-1000 call recordings for free) Call Miner Solution | Contact Analysis
Atlassian

Blog

Methodology: Why first-call resolution (FCR) matters Jira Service Desk | Try it for free No Methodology
3CLogic

PDF

Product Slick | FIRST CALL RESOLUTIONS FOR YOUR CONTACT CENTER None No 3CLogic Solutions (IVR, Skills based Routing, Integration with Existing Platforms, ACD, Agent Retention, Scripting)
Telus

Article

Methodology | First Call Resolution: Difficult to measure, dangerous to ignore None No Methodology
PTPInc

Glossary

Definition | Measurement | Benefits None No None
Oracle

PDF 2012

Methodology | Best Practices for Improving First-Contact Resolution in the Contact Center None No Oracle Solution | Right now CX
Aspect

Glossary

FCR Defined None No Aspect Solution | Skills Based Routing | Virtual Call Center
inContact

Blog 2016

Methodology | 9 Secrets to Imporoving First Call Resolution White Paper No inContact Solution | Workforce Optimization, Speech Analytics via Voice Recording Platform
Primas

Solution

Methodology | Collection of information & tools that seek to help you measure and improve First Call Resolution in your contact center Access to free FCR measurement tool – Evolution FCR Yes Primas Solution | Automated measurement of first call resolution, improvement via repeat call treatment
ThinkHDI

Blog 2015

Methodology | First Call Resolution: Getting It Fixed the First Time None No None
LiveChatInc

Blog

Methodology | Steps to Improve First Call Resolution 30 Day Trial of LiveChat No None
Isixsigma

Article 2012

Methodology | Done in One: The Importance of First-call Resolution Alternating Course Offers No None
Ameyo

Blog 2014

Methodology | 5 Reasons You Should Aim for First Call Resolution None No None
Phaseware

Blog

Methodology | Customer Support Metrics 101: First Call Resolution Defined + Do’s and Dont’s eBook No Phaseware Solution| Knowledge Base Solution that properly supports agents
Nearshoreamericas

Article 2012

Methodology | First Call Resolution: How to Define, Measure and Improve None No None
Jive.com

Blog 2017

Methodology | How to Improve First Call Resolution: 4 Fixes for Your Low FCR White Paper No Jive Solution | Cloud Technology
KPILibrary.com

Library

Definition None No None
Fonolo

Blog 2017

Methodology | A Fresh Take on First Call Resolution White Paper No None
Tenfold

Article

Methodology | Contact Center Best Practices: How to Improve First Call Resolution Free Customer Experience Diagnostic No Ten Fold Solution | Agent Training and Knowledge Management
Nice

Solution

Nice | First Contact Resolution Analytics​ None Solution Nice Solution | Packaged FCR Solution provides detection of repeat contacts across multiple channels, highlight of FCR challenges via analysis engine
Virtual Hold

Article

Methodology | First Call Resolution None No None
West

Article

Methodology | 10 First Call Resolution Tips for Call Center Agents None No None
Taylor Reach Group

Blog 2012

Methodology | Effectiveness Indicators – First Call Resolution, Calls / Resolved None No None
Aircall.io

Blog

Methodology | First Call Resolution and Other Essential Call Center Metrics Start a free Trial No None

If you find the information above useful, you may be interested in the full cheat sheet – which contains additional information including a link to the landing page, company offering and location, etc; and is in excel  – useful if you would like to use it to continue and share your research. To request this, you can do so via our contact form request first call resolution cheat sheet.

Lastly, I will be following this post up with a Part 2, where I will be examining and breaking down all of the methodologies that are referenced above, and again, sharing a cheat sheet as well. If you would like to be notified about that post, please send an email to hjgroman at primas.net and let me know.

Stay tuned,

Hank