Stories about: FCR

Contact centers have traditionally used first contact resolution (FCR) rates as a key performance metric. While FCR rates can be useful in assessing how well contact centers handle incoming requests, this is an internal process measure and does not provide an accurate view of how well a company is treating its customers. In fact, they can be quite misleading. By the time customers call or email a company, they've probably already visited a website, bounced around a phone system, or been confused by a product manual. As a result, what many companies view as FCR actually represents second, third or even fourth contact resolution. When customers have to reach out to a company multiple times to resolve an issue or obtain needed information, they are not happy.