2016, Call Recording, Customer relationships and Customer Satisfaction

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

First Call Resolution

First Call Resolution Call Center Metrics Self Service

Why First Contact Resolution Is the King of Customer Service Metrics

Stella Connect

JANUARY 31, 2018

Second, customer satisfaction (CSAT) takes a huge hit each time a customer must call back get an issue resolved. This negatively impacts two big revenue drivers: sales opportunities through the contact center, and customer lifetime value.

Metrics

Metrics First Call Resolution Customer Service Contact Center

Customer Experience Update

Why First Call Resolution is the Most Important Call Center Metric

Why First Contact Resolution Is the King of Customer Service Metrics

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