First Contact Resolution (FCR)

First Contact Resolution is a KPI used by customer service contact centres to measure the percentage of customer queries that are resolved after the first customer support interaction. It is the service desk’s equivalent of the First Time Fix Rate (FTFR), which is tracked by field service teams.

How does content management affect FCR?

Proper content management enhances access and availability of your company’s wealth of knowledge, enabling customer service agents to provide much more detailed assistance to customers.  With better access to more information, the likelihood of quick first-time resolution greatly increases.