What is First Contact Resolution?
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
If you want to reduce call volume, improve CX, and make life easier for agents – FCR is almost certainly the place to start. First