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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.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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Question for Justin and Al:
Does FCR matter as much in every service channel? For example, FCR seems hugely important for phone. Probably email. But, is it 100% essential for Twitter where the "conversation" might take place over a few Tweets?