Recognizing customer representatives for resolving tough customer calls, and at the same time providing great customer experience, is one of the best practices for improving first call resolution and customer satisfaction.
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition practices.
A best practice to improve FCR and other KPIs in your contact center is to recognize CSR behavior and base rewards on VoC results with a recognition program. Recognition needs to be in a frequent, descriptive and impactful manner, so that CSRs know what they are being recognized for.