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While there are many metrics determining overall customer experience and satisfaction, among the most important is first call resolution (FCR). The immediate goal of most call centers is delivering great customer service and saving on costs. Let's explore how to improve first call resolution. To start, let us take a step back and answer a few fundamental questions: What is first call resolution? What is good first call resolution? How meaningful is first call resolution? Decrease Customer Churn Customers frequently attempt to handle their inquiries through self-service options. If unsuccessful, they contact support with the expectation of prompt resolution. If a customer's inquiry...

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