PhaseWare eBook: First-Call Resolution (FCR) - Customer Service Super Metric.
As far as metrics go, First Call Resolution (FCR) is one of the most important and useful metrics measured for the customer service and support or contact center. But many organizations find it difficult to properly measure and determine FCR impact on the support center and the business as a whole.
Smaller organizations may feel this metric won’t apply as well to them, but it is always best to know how you are doing in your efforts to keep customers happy and coming back. Want to learn more? Download our Free FCR eBook by filling out the form on this page. Your download will be sent to the selected E-mail address.