What is First Contact Resolution?

FCR

Definition

Resolving a customer’s issue in the first interaction, without follow-ups.

In depth

FCR is efficiency and satisfaction at once. EazyCXM gives agents full customer context so more issues close on first touch.

Support & Success

Related terms

More on Support & Success

SLA

A commitment to respond to or resolve customer issues within defined times.

Ticket

A tracked record of a customer issue or request from creation to resolution.

Helpdesk

A system for receiving, organising and resolving customer support requests.

CSAT

A measure of how satisfied customers are with a product, service or interaction.

First Contact Resolution, made practical

EazyCXM puts concepts like this to work across your business — see it on a demo.

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