How to Optimize First Call Resolution in the Contact Center

Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true.

It’s because of this that high-performing call centers track things like First Call Resolution (FCR). FCR measures the proportion of customer service calls that are resolved on the first call.

When customers have their problems resolved in an effective, timely manner, they’re more likely to build a long-term relationship with you. Care to see exactly how this is done? Keep reading …