First contact resolution (FCR) is one of the most important measures of a contact center's productivity, but remains stubbornly difficult to achieve. FCR is not about the first contact answer - it's ...

First-Contact Resolution (FCR) is a critical call center measurement for gauging customer experience. Almost nothing about FCR is simple, and this report will help you measure and calculate it ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

As chatbot providers focus on improving first-contact resolution and reducing costly human handoffs, Chatbot SX helps chatbots deliver more accurate, contextual answers in real time-driving measurable ...