Improve First Contact Resolution

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Across
  1. 3. Increase agent ____.
  2. 7. Increase ___ and self-service options.
  3. 9. Analyze customer contact ___ to anticipate their needs.
  4. 10. Invest in call center ___.
  5. 12. ____ your issues and fix them.
  6. 15. Engage in total contact ____.
  7. 16. Key Performance Indicator.
Down
  1. 1. Optimize your ____.
  2. 2. Improve agent ____.
  3. 3. The ____ portal provides a default KPI dashboard.
  4. 4. Enhance internal ___.
  5. 5. contains built in dashboards.
  6. 6. 98% is considered ____.
  7. 8. 95% is considered ____.
  8. 11. ___ your support structure.
  9. 13. ____ your internal processes.
  10. 14. First Contact Resloution.