Published: 27 February 2024
Most customer service and support leaders think they’re measuring FCR but only capture channel-specific issue resolution. For customers, FCR includes all aspects of their journey. To ensure FCR measurements reflect multichannel journeys, combine customer survey, qualitative and quantitative data.
Customers who experience first contact resolution (FCR) consistently respond with higher customer satisfaction and lower customer effort scores compared to customers who do not experience FCR.
While most service and support organizations believe they measure FCR, they usually only look at one assisted-service channel, disregarding any previous efforts in other channels. For customers, though, the “first contact” is their first attempt to resolve their issue — in any channel.
Additionally, FCR measurement and understanding will be incomplete without a combination of customer surveys, internally sourced qualitative data (such as speech and text analytics), and system-derived quantitative data (for example, from
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