In recent years, First Call Resolution has emerged as a critical element for contact centers looking to become more customer centric. The FCR metric focuses on how well a contact center handles customer requests the first time, and most organizations agree that it is the only true metric that delivers a clear measurement of their effectiveness and customer satisfaction level. For contact center managers, improving FCR presents the unique opportunity to lower costs, increase revenue and improve customer retention -- a triple play of benefits not found with any other metric.
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