Glossary
First Contact Resolution (FCR)
What is First Contact Resolution, aka first call resolution (FCR)?
First Contact Resolution, also known as First Call Resolution (FCR) is the percentage of an organization's ability to resolve customer issues during the first interaction with a caller.
Additional TTEC Resources
- Beyond AHT and FCR: The new metrics for AI-powered contact centers: AI isn’t just changing how contact centers operate internally; it’s rewriting the playbook for customer experience (CX) as a whole.