First Contact Resolution – an ebook series

First Contact Resolution (FCR) is the percentage of customer interactions where the customer’s issue is resolved in their first contact with customer service.

This 3-part ebook series, provided by CCMA Partner 8×8, will help you improve your First Contact Resolution (FCR), by giving you advice on how to measure it.

• Part 1: Determining the best way to measure FCR
• Part 2: Is First Contact Resolution the right metric for your contact centre?
• Part 3: A guide for those serious about improving FCR 

About the author

8×8 is a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions powered by one global cloud communications platform. 8×8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8×8.co.uk, or follow 8×8 on LinkedIn, Twitter and Facebook.