The FCR represents the percentage of customer support calls resolved in the initial call. You can use this metric to get insight into customer engagement and satisfaction, product functionality, and the skill level of the customer support team because the FCR is a function of all of these factors. The challenge is to identify the specific drivers of the FCR.
The FCR represents the percentage of customer support calls resolved in the initial call. You can use this metric to get insight into customer engagement and satisfaction, product functionality, and the skill level of the customer support team because the FCR is a function of all of these factors. The challenge is to identify the specific drivers of the FCR.
