Which KPI should be closely monitored?

The company desires to enhance first-contact resolution rate .

Which KPI should be closely monitored?
A . Number of Escalated Cases
B . Agent Average AHT
C . First Contact Resolution (FCR) Rate
D . Customer Effort Score (CES)

View Answer

Answer: C

Explanation:

To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.

Reference: Salesforce Documentation on Service Cloud Metrics