FCR in an Omni-Channel World (whitepaper)

3/15/2017
By Donna Fluss

Introduction

First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact.

Since customers typically want a resolution as quickly as possible and enterprises want to reduce the number of contacts, FCR is also a great indicator of customer satisfaction, quality and contact center productivity.

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