2011 Effort Score First Call Resolution Metrics 
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).
Kustomer
JULY 1, 2021
So making sure you have the data, that you have the right metrics and then just rolling up your sleeves, quite frankly, and being willing to keep an open mind with what the data tells you.” They’re probably going to call back. Customer effort score. We executed the entire effort in I think three weeks.
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