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Getting a Grip on First Contact Resolution

First contact resolution is one of the most valuable and yet hardest to measure Key Performance Indicators (KPIs) in the customer-engagement world. It directly affects customer experience, service, and satisfaction. Most contact center operations leaders at least attempt to capture FCR; however, outdated, siloed technology and methods that rely on human judgment can prevent accurate FCR measurement. Still, those organizations that at least attempt to measure FCR report higher Customer Satisfaction (CSAT) scores than those that don’t try. So, those companies seeking to differentiate themselves based on customer service and experience should make measuring FCR a priority.

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