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Debate: Is First Contact Resolution Always Possible?

By Erica Marois | Date Published: June 09, 2014 - Last Updated August 22, 2018 | Comments (1)

First Contact Resolution (FCR) is perhaps the most popular contact center metric.  But is it really always possible to achieve FCR?

In a recent #ICMIchat, Al Hopper suggested that FCR might not be attainable in every service channel, or for every industry.  His comments sparked a friendly debate, and one that we couldn't continue in 140 characters or less.

In this video Al Hopper and Justin Robbins continue the discussion.  What does FCR really mean, and is it always possible?  Watch to find out.

 

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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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