Repeat issues are a double whammy for your contact center: They typically
generate 10% to 20% extra demand and there’s no bigger CSat killer than
customers having to repeatedly contact just to ask the same question.
Agent misunderstanding and lack of knowledge, poor self-serve options,
and failure to address root cause can all lead to frustrating repeat calls, with
no answer in sight. Self-serve options, too often don’t out-perform humans,
and this only leads to increased contact and an already-damaged FCR.

With our FCR Booster Pack you can reduce customer effort by identifying the root cause of topics
and agent knowledge and conduct, which can be rectified with simple training
and knowledge base improvements to allow the agent to recommend the next best action.
This will also allow marked improvement of self-serve, increasing FCR there and reducing your costs too.

Reduce Customer Effort within weeks


Dynamic Modelling

Keep your content moderation
up-to-date with our human-in-the-loop
assisted AI – eliminate issues
before it’s too late


Real-time automation

Spot growing trends before it’s too late,
and take proactive measures
to eliminate them


Measurable results

Typical improvements in FCR are a reduction
25 to 50% of repeat issues within a couple of weeks.

Learn how PrediCX can transform your business

Click "Get Started" below and one of our team will be in touch.
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