Contact Reason (CR)
What is Contact Reason (CR)?
All interactions are classified by a contact reason that tells you why a customer contacted. Classification by contact reason provides business information and data about your contact center and your customers.
Contact reasons are usually selected by the agent at the end of an interaction from a defined list, or suggested automatically from the conversation using intent detection. A well-designed list is short enough for agents to use consistently and specific enough to act on. Many organizations add a second level of detail beneath each reason, for example to separate a billing question from a billing error.
The value comes from analysis. Contact reason data shows which issues drive volume, how long each takes to handle and which are resolved the first time. It also helps separate value demand, the contacts customers want to make, from failure demand, the contacts caused by something not being done or not being done right. That view guides decisions on self-service, process fixes, staffing and training.
Related: Contact Reason Detail (CRD), Intent Recognition, Value demand, Failure demand.