I recently read this LinkedIn blog post from Jeff Toister (I've been following him since I heard him speak at an ICMI conference a couple of years ago) about solving performance challenges through observation of agents who "get it right":
"Can you identify your Betty?
Early in my career, I learned that finding Betty was a great way to solve a problem.
My department was tasked with creating a training program to teach contact center agents to upsell credit cards.
Our success rate was 5%. It needed to be 20%.
The instinctive move would be to gather the management team in a conference room and invent something.
I'm glad I didn't do that.
Something told me to look at the numbers.
One agent, Betty, really stood out.
While the average was 5%, Betty was successful 40% of the time.
So I spent some time with Betty. Listened to her calls. Picked her brain.
It quickly became clear what she did differently, and better, than everyone else.
*That* was the basis of the training program.
Agents loved it because it came from Betty, not management.
Very soon, the upsell average went from 5% to over 20%.
That lesson has always stuck with me. Anytime I want to solve a problem, I try to find a Betty."
I think this can help solve FCR challenges, be used to create more effective training, and also recognize top performers (instant morale boost).