First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center
Maria Edington
Month: January 2021
First Call Resolution: How To Measure, Evaluate, and Improve FCR in Your Contact Center
Maria Edington
First call resolution (FCR) is used by contact centers and customer service teams to quantify how effectively their employees can solve customer problems. It directly impacts customer satisfaction, operational efficiency, cost savings, agent productivity, customer retention, and brand reputation. By prioritizing first call resolution, call centers can create positive experiences for customers, improve their bottom…