The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions.
First-contact resolution (FCR) is a critical call center measurement for gauging customer experience. Nothing about FCR is simple but 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 helps your business and your customer at the same time.
Written by: Contact Babel
Sponsored by: Cogito