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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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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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