First call resolution (FCR) means providing a satisfactory response to customers when they call for the first time, eliminating the need to follow up. FCR is considered the “home run” of contact center metrics because it helps in measuring customer satisfaction and support agents’ efficiency. It also reduces customer churn while keeping support costs in check. If you’ve conducted an FCR analysis and you’re not happy with the results, here are 5 unique ways to improve it.
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