The Ascent Group, Inc.

Achieving First Contact Resolution

Eighth Edition

The Ascent Group conducted research to better understand how different companies and industries are measuring and tracking First Contact Resolution. This is our eighth 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 shares measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Contact Resolution performance. In addition, we provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.

Published: April 2014

List of Exhibits from the report

Download a Research Extract from the report

Benchmark Your First Call Resolution Performance