Tag: Effectiveness

9.9.20 Read Time: 2 Mins

Optimizing First Contact Resolution (FCR)

There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply …

Read Time: 3 Mins

Time to Resolve (TTR)

Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure …

9.5.20 Read Time: < 1

Top 10 Practices For Measuring First Contact Resolution

First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first …

7.1.20 Read Time: < 1

Why Can’t You Close More Cases at First Contact?

What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases …

6.5.20 Read Time: 4 Mins

First Contact Resolution (FCR) Defined

First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary …