UK and IrelandFirst Contact Resolution (FCR)
Welcome to the First Contact Resolution (FCR) subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. See Interpretation for Call Type Activity Codes for ACD Group Repor… View
First Call Resolution (FCR)
In today's omni-channel customer contact environment - for First Call Resolution, you will find an abundance of resources indexed under First C… View
First Call Resolution (FCR): The holy grail of KPIs
In this article, Karen Wenborn, shares her thoughts on one of the most important measures in the contact centre. Let’s start with a defin… View
First Contact Resolution (FCR)
Also referred to as 'Resolved Live', 'Right First Time' or 'One and Done'. View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View
Interpretation for Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. To be able to report on call type activity, predetermined cal… View
Resolved Live (RL)
Also referred to as 'First Contact Resolution', 'Right First Time' or 'One and Done'. View
Right First Time (RFT)
Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, see - First Contact Resolution (FCR). Also refer… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View