We asked Keith Nisonoff what the best way to increase the metrics measuring 1st call resolution.
Here is what Keith Nisonoff had to say:
Keith Nisonoff was clear about teaching CSR's mapping techniques. What are mapping techniques? They are the defined as the shortest route to retrive your answer to a customer resolution.
Here is an example Keith Nisonoff gave us:
There are numerous ways you can travel home from a remote location. lets use 3 examples. Route 1 takes you home traveling 4 roads. Route 2 takes you home utilizing 9 different roads and Route 3 utilizes 14 roads. Even though they all end up at the same destination, call mapping would take the CSR through the resolution requiring the least amount of roads.
This example that Keith Nisonoff provided is a direct parallel to call mapping techniques.
The shortest resolution to a customer inquiry. Happy Calling!
