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.
As the year comes to a close, most leaders think about their contact center performance as they prepare for a Year End Review. Why not repurpose some of that hard work in preparing for that Year End Review and turn it into great Award entries?
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.