First Contact Resolution (FCR) is the defining metric of 2018. Customer service needs to be precise and low-effort, and adhering to these principles helps to attract and retain customers. By giving customers the correct information quickly at the first point of contact, companies can make their customer service operation stand out amongst competitors, driving better commercial performance.

FCR Whitepaper

The Defining Metric of 2018 – First Contact Resolution

Discover why some organizations struggle to achieve higher rates of FCR in the contact center and how to solve these issues in our ‘First Contact Resolution – The Contact Center Metric of 2018’ whitepaper.

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