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By optimizing processes to reduce the customer effort required, organizations can enhance customer satisfaction and increase the likelihood of repeat business. A lower effort score is often directly correlated with higher customer satisfaction and enhanced customer retention.
Customers may feel frustrated if they have to call back multiple times to get their answers, creating an unsatisfied customer experience and impacting the brand’s reputation. Therefore, FCR becomes a crucial metric for customerrelationshipmanagement.
CustomerRelationshipManagement (CRM) Integration Call and Contact center agents often use CRM software to access: Customer information Previous interactions Purchase history Other relevant data This helps agents provide personalized assistance and streamline communication.
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