Perspective on First-Contact Resolution

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully. Some important lessons have emerged: Learn …

Continue Reading >

Perspective on First-Contact Resolution

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully. Some important lessons have emerged: Learn …

Continue Reading >