ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Debate: Is First Contact Resolution Always Possible?

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.


More Resources