Innovative Support for Innovative Companies Case Study CSAT: Improving Issue Resolution and Restoring Customer Smiles FCR drives higher customer satisfaction by improving the rate of issue resolution. Introduction FCR continuously looks for ways to improve processes and Customer Satisfaction (CSAT) is at the forefront for many clients. Our Client Analytics T eam partnered with the Operations T eam, who manages a client that’s a leader in the gaming and technology industry. The goal was to increase the rate of issue resolution, which in turn promotes the client’s customer service mission — Restoring Customer Smiles. In just two months, the resolution rate significantly increased along with customer loyalty, team engagement, and overall quality. Challenge The client measures their iss

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