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For those of you who are looking for quick ideas to improve first call resolution (FCR), we have a video with lots of gr..
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Dick Bourke at Scorebuddy shares his advice for using First Call Resolution (FCR) as a metric in the contact centre. The..
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No matter what professional role we lead in life, we’ve all been a customer at one point in time. Reflecting on our cu..
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FCR is a measure of relative success for an individual interaction. Usually defined in terms of a single customer or acc..
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As the old saying goes, “you never get a second chance to make a good first impression.” That quote sums up the impo..
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Justin Robbins of 8×8 shares some strategies for improving First Call Resolution (FCR). When a customer calls a con..
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According to our poll, only 39% of contact centres do not measure First Call Resolution, with the remaining 61% using on..
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Celia Cerdeira at Talkdesk outlines 16 factors influencing first call resolution. First call resolution, also called fir..
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First-contact resolution (FCR) is a measure that is in growing use by contact centres and is used by almost 60% of team..
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Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to hi..
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Frank Sherlock gives his advice on how to boost your First Call Resolution (FCR) rates and details much more about the..
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First call resolution (FCR) is a well-known contact centre outcome metric. Odigo’s Stuart Clarke outlines seven wa..
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Running an effective contact centre means keeping track of the right information. Companies need to ensure they’re ans..
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Dick Bourke of Scorebuddy introduces us to First Call Resolution (FCR), taking us through how to measure the metric and..
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Colin Gill of Akixi discusses his preferred method of calculating first call resolution (FCR) in the contact centre. FCR..
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There’s a lot to be gained from measuring First Contact Resolution (FCR) – first and foremost. This includes increas..
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Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall qualit..
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In an ideal world, all call centre issues would be resolved on first call. In the real world, this is not the case. The ..
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