You are Doing First Call Resolution Wrong
Customer Relationship Metrics
MARCH 31, 2017
So you’d think these centers would be the best of the best – but in 48 of the 52 submissions that I scored, the fallacy of doing it right was present. How do you quantify First Call Resolution ( FCR )? It’s still not enough to simply measure the perception of whether the issue was resolved on the call today.
Let's personalize your content