The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions.

First-contact resolution is a critical call center measure for gauging customer experience. Nothing about first-contact resolution is simple. This report will help you measure and calculate it accurately. Understand how to balance FCR against other business metrics and learn ways to improve FCR that help your business and your customer at the same time.

Written by:    Contact Babel

Sponsored by:    Cogito