Articles - First Contact Resolution (FCR)

First Contact Resolution (FCR) is one of the most important measures of success in any contact centre. This page of expert insights, best practices, and practical examples explains how to track, analyse, and improve FCR across all customer channels. Learn how to identify root causes of repeat contacts, empower advisors to resolve issues quickly, and use feedback to fine-tune your processes. The resources also explore how improving FCR can reduce costs, increase loyalty, and strengthen overall service quality.

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Video Image: Two Strategies to Improve First Contact Resolution (FCR)
Two Strategies to Improve First Contact Resolution (FCR)
Person throwing arrow at target - getting it right first time concept
Top Tactics to Improve First Contact Resolution (FCR)
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How to Improve First Contact Resolution
Pattern of telephones
10 Ways to Reduce Repeat Calls in Your Contact Centre
Routing concept with icons and map points and path
Enhance FCR With Smart Routing
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
Illustration of hand holding a phone with contact icons
How to Design an Escalation Matrix for Call Centre Agents
Call center operator in wireless headset with microphone using computer
The Top 5 Agent Performance Metrics
Video Image: Tips to Reduce Repeat Contacts
Tips to Reduce Repeat Contacts
Video Image: Why FCR Matters and How to Measure It
Why FCR Matters and How to Measure It
KPI and graphs on digital background with the words top cx kpis
Top 10 Customer Experience KPIs
Increasing AHT to Help Improve FCR
Increasing AHT to Help Improve FCR
Green phone
Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls
repeat phones
15 Tips for Driving Down Repeat Contacts
fcr
First Call (Contact) Resolution (FCR)
Repeat calls on yellow background
8 Tips for Reducing Repeat Contacts
Phone and measuring tape fcr concept
18 Tips for Boosting Contact Centre Performance With an FCR-First Strategy
Team Leader KPIs with wooden people and hand holding magnifying glass
9 Important Team Leader KPIs
A graph comparing contact centre handling times to number of call backs
Is AHT in Conflict With FCR?
A photo of someone choosing an upward facing arrow
20 First Call Resolution Tips (FCR)
Questioning Techniques
6 Effective Questioning Techniques for Customer Service
6 Key Metrics for Your Call Centre Dashboard
A picture of what FCR stands for
First Contact Resolution? – Definition, Formula and Best Practices
Podcast: How can you boost First Contact Resolution in your contact centre?
 
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