[flynnhan]

Our contact centre is currently looking at ways to measure first touch resolution for both call and email. We are currently logging customer contacts (interactions) and queries (cases / require further follow up) manually in an in-house developed system, but are in the design phase of a major automation project which will include a multimedia universal routing solution and a new backoffice application with high levels of process automation through workflow.

Our questions:

What is the definition of first touch resolution for call and email? Are there multiple definitions?

How do we measure this in a manual environment? How do we develop systems to measure this?

What best practice target do we set?

Looking forward to some enlightenment!

Aileen