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First-Contact Resolution (FCR) transformed

FIRST-CONTACT RESOLUTION, AN IMPORTANT CUSTOMER EXPERIENCE METRIC

First-Contact Resolution (commonly called FCR) is an important customer service and contact center metric, and is key to enhancing customer loyalty. In the phone-first era of customer service, it used to be called first-call resolution, and along with average handle time, was one of the most important metrics tracked in contact centers.


Improving First-Contact Resolution Rate

Our blue-chip clients have not only been able to improve, but also transform FCR with our solution. Here are some example from our business clients.

British Telecom boosts FCR by 37%

British Telecom (EE) boosted first-contact resolution by 37% with our conversational guidance for contact center agents, powered by AI and knowledge management. They also improved NPS (Net Promoter Score) by 30%, while reducing agent training time by 50%! View their presentation at our annual conference.

Barclays UK improved FCR by 36%

Barclays UK improved FCR by 36% with our conversational guidance for contact center agents, powered by AI and knowledge management, while reducing Average Handle Time (AHT) by 67%!

and others…

Andersen Windows improved call quality by 33%, using our AI and knowledge-guided solution for customer self-service and contact center agents.


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Customer service in contact centers

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