The Inner Circle Guide to First-Contact Resolution


First-Contact Resolution (FCR) is a critical call center measurement for gauging customer experience. Almost nothing about FCR is simple, and 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 simultaneously.

Download the report to explore:

  • The importance of First-Contact Resolution: ‘The Miracle Metric’
  • Best practices for developing an FCR Plan
  • Key metrics for effectively measuring FCR
  • Improving FCR rates

Download the guide now!