First Call Resolution - definition, benefits, measurement, and tips for improving it.
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First Call Resolution - definition, benefits, measurement, and tips for improving it.
First Contact Resolution (FCR) or First Call Resolution is a metric that measures a contact center's ability for its agents to resolve a customer's inquiry or problem on the first call or contact. FCR is one of the most commonly watched metrics in the call center industry. Ideally, the First Call Resolution definition means that no repeat calls ...
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