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Daily Archives: March 24, 2015

First Call Resolution: What’s Great and What’s Not So Great

Support StatisticsBy GlennMarch 24, 2015

We saw a good article the other day from InsightSquared entitled, “Why is everyone so obsessed with First Contact Resolution?” First Contact Resolution (FCR), is a simple statistic. It measures the percentage of cases that are resolved on first contact with the customer. So if you receive 100 calls, and 40 of them are resolved…

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