Translate

Articles - First Contact Resolution (FCR)

Browse our selection of insights on first contact resolution (FCR) and how to improve it to reduce repeat calls and increase customer satisfaction.

Neon pink and blue graph showing positive correlation

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

What Is First Contact Resolution? – With Formula and Expert Best Practices

Podcast: How can you boost First Contact Resolution in your contact centre?

An image of a confused man choosing between two First Contact Resolution and Repeat Contacts

The Difference Between Measuring Repeat Contacts and First Contact Resolution

Call Centre Problems image

The Top Ten Call Centre Problems