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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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
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The Top Ten Call Centre Problems
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What Are the Industry Standards for Call Centre Metrics?
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The Top 10 Most Important Call Centre Metrics
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
The Benefits, Challenges and Best Practices of First Call Resolution
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
Less Than Half of Contact Centres Measure First Contact Resolution
kpi definition
What is a Key Performance Indicator (KPI)?
Less Than 20% of Contact Centres Calculate Customer Effort
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Is Your Contact Centre Prepared for the Challenges of 2020?
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How to Choose the Right Technology for Your Call Centre
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15 Speed Tips for Reducing Repeat Contacts
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
22 Ways to Improve First Contact Resolution
Recorded Webinar: How to Improve First Contact Resolution
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How to Reduce Average Handling Time (AHT)
A graph illustrating How First Contact Resolution is Measured: 39% don't measure it, 13% use a post call survey, 15% measure repeat contact reasons in crm, 24% ask the customer, 28% have no repeat calls in a given time frame
Over 60% of Contact Centres Measure First Call Resolution
Trend Spotting: What’s Going on in Contact Centres Right Now?
Contact Centre Hacks – Improving First Contact Resolution
Recorded Webinar: Improving First Contact Resolution
What Is the Best Way to Measure First Contact Resolution?
NetPromoter vs Customer Effort – Which is Best?
What is the Best Way to Improve First Contact Resolution?
 
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