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Quick Win:
First Contact Resolution

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What Is First Contact Resolution

First Contact Resolution (FCR), sometimes referred to as First Call Resolution, is a term used in call centers to measure the number of times a customer's issue or concern was successfully resolved on the first call or contact.

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Research & Resources

Call Centre Helper:  How to Improve First Contact Resolution

Blog: Why First Call Resolution is the Most Important Call Center Metric

Video:  Managing Metrics - First Contact Resolution

 

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