- Service: Customer Experience
First Contact Resolution (FCR) is an important metric for every business—regardless of its size or industry. It measures how often a customer’s issue is resolved the first time they contact an organization, essentially indicating how easy it is for a customer to do business with an organization.
Read this guide to learn:
- Why tracking FCR is important to your contact center’s success
- The various ways to define and measure FCR, and how to choose one method based on your contact center’s goals
- The six steps to implement and operationalize FCR at your contact center that gains efficiencies
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