General Customer Experience & Contact Center FAQs

What is FCR?

First Call Resolution (FCR) measures the ability to resolve customer issues during their first interaction without requiring follow-ups.

How is FCR measured?

FCR is typically tracked through post-call surveys, QA evaluations, and system data to determine whether repeat contact was needed.

Why is FCR important in CX?

High FCR rates reduce operational costs, improve efficiency, and significantly boost customer satisfaction by minimizing frustration and repeat calls.

How can businesses improve FCR?

Improving agent training, equipping staff with AI-driven tools, and optimizing routing processes can increase first-call resolution rates.

How does this create a NiCE world?

In a NiCE world, faster resolutions build customer trust, enhance loyalty, and free up agents to focus on more complex, value-driven interactions.

Deliver effortless experiences with high FCR that resolve issues the first time.

See how it works in action

General Customer Experience & Contact Center FAQs