After implementing a CTI solution, which two key metrics are expected to improve?

The improvement in first call resolution as a key metric after implementing a Computer Telephony Integration (CTI) solution is grounded in the enhanced capabilities that CTI offers in call handling and customer interaction management. CTI integrates phone systems with customer relationship management (CRM) tools, allowing agents to access customer information and history seamlessly during calls.

When an agent can view a customer's details and previous interactions in real-time, they can address issues more effectively on the first call, leading to a higher rate of first call resolution. This directly improves customer satisfaction, as customers appreciate not having to repeat themselves or call back multiple times for the same issue.

While average days to close, average handle time, and abandon rate are also important metrics, the implementation of CTI primarily focuses on streamlining the customer interaction process, which more directly impacts the ability of agents to resolve inquiries on the first contact. Thus, first call resolution stands out as a critical metric that benefits from the capabilities provided by a CTI solution.