Voice remains the most emotionally charged and operationally expensive service channel, where every second and every outcome matters. That’s why first contact resolution (FCR) is never more critical than in a call.
To find out more, we spoke to Martin Taylor, Co-Founder and Deputy CEO at Content Guru, about how leading contact centres are now using AI and proactive data to resolve issues before customers ever need to pick up the phone.
Video: Boost FCR: Capture Context on the Way Into the Interaction
Watch the video below to hear Martin explain how contact centres can improve FCR by capturing context on the way into the interaction:
With thanks to Martin Taylor, Co-Founder and Deputy CEO at Content Guru, for contributing to this video.
This video was originally published in our article ‘New Ways to Boost First Contact Resolution (FCR)’
Why First Contact Resolution Matters Most in Voice
While FCR is important across all channels, voice interactions are typically the most complex and time-sensitive, as Martin explained:
“While first contact resolution matters across every channel, it is especially critical in voice. Calls are typically the most complex, urgent, and emotionally charged customer journeys.
And they’re also the most expensive channel for organizations to operate. Improving FCR in voice delivers the most benefits both for the customer experience and cost efficiency.”
Customers often call when something has already gone wrong and emotions are running high. At the same time, calls are the most costly channel for contact centres to run.
Improving FCR in voice delivers a double benefit:
- Better customer experience, by removing repeat calls and reducing effort
- Greater operational efficiency, by lowering handling time and overall call volumes
Resolution Starts Before the Call Is Answered
High FCR begins long before an agent says hello, Martin continued:
“Achieving high first contact resolution starts before the call is even answered. If you can capture context on the way into the interaction, agents can then act quickly and confidently.
That might mean validating identity through a mobile number or postcode, or collecting key details via a form texted to the customer while they move through the queue.”
Capturing context early allows advisors to start the conversation informed and confident.
This can include:
- Verifying identity through a mobile number or postcode
- Collecting issue details via a short form sent by SMS while the customer waits in queue
By the time the call connects, agents already understand who the customer is and why they’re calling.
AI as a Real-Time Co-Pilot During the Conversation
During the call itself, AI acts as a second set of ears, as it analyses conversations in real time and supports agents with:
- Relevant, approved knowledge articles
- Next-best-action recommendations
- Guidance to resolve issues faster and more accurately
This reduces cognitive load on agents and increases consistency, helping customers get the right outcome on the first attempt.
“During the call itself, AI becomes a second pair of ears, analysing the conversation in real time and prompting agents with approved knowledge articles, and next-best actions, to help them resolve issues faster and more accurately.”
Closing the Loop After the Call
Once the interaction ends, AI continues to support resolution by automatically generating and sending follow-up summaries.
“After the interaction, AI can automatically create and send follow-up summaries, so customers are clear on what happens next and don’t need to call back for clarification.”
These confirm:
- What was agreed
- What will happen next
- Any actions the customer needs to take
Clear, timely communication prevents confusion and avoids unnecessary repeat calls.
Moving Beyond FCR to No Contact Resolution
The most powerful form of resolution is preventing the need for contact altogether, which is known as no contact resolution, an approach that uses data and automation to identify and resolve issues proactively, as Martin explains:
“Ultimately, the best form of resolution is preventing the contact altogether. Known as no contact resolution, this option allows companies to get on the front foot with customer contact by reducing the need for an initial interaction through proactive data-driven engagement.”
No Contact Resolution Example
UK Power Networks uses real-time Internet of Things data from smart meters to detect outages and proactively notify affected customers with updates.
Instead of calling in distress, customers receive timely information before they need to ask, as Martin concludes:
“For example, our customer UK Power Networks uses real-time Internet of Things data from smart meters to detect power outages and proactively notify affected customers with resolution updates.
As a result, they moved from the bottom to the top of their industry league table, as well as national consumer rankings, despite operating in a sector where customers typically only make contact in times of distress.
Today, UK Power Networks maintain a 94% CSAT score even while running highly automated operations during peak demand.”
The results are striking:
- Movement from the bottom to the top of industry league tables
- Leadership in national consumer rankings
- A sustained 94% CSAT score, even during peak demand and highly automated operations
The Future of Resolution
From capturing context before a call, to real-time AI guidance during it, to proactive communication that removes the need for contact entirely, the journey from first contact resolution to no contact resolution is reshaping voice service.
Contact centres that invest in this end-to-end approach don’t just reduce costs, they build trust, confidence, and loyalty when customers need them most.
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 26th Mar 2026
Read more about - Video, Artificial Intelligence (AI), Call Handling, Content Guru, Conversational AI, Customer Experience (CX), Customer Service, First Contact Resolution (FCR), Martin Taylor, Videos
