The success of a contact center is measured by only a handful of vital KPIs. First call resolution (FCR) is one of the most important to measure customer satisfaction and workforce performance.
Analyze first call resolution rates to get the most accurate insights into customer service, customer retention, and improvement plans. Improving first call resolution will reduce operational costs, boost productivity, and improve customer experience.
This ebook provides insights on FCR, best practices to measure it, and tips to improve it. Download to learn about:
- What is FCR?
- What are the factors that influence FCR?
- Why should you measure FCR?
