Customer Experience · The Frontier Lexicon

First Contact Resolution (FCR)

Lexicon / Customer Experience / First Contact Resolution (FCR)
SQM Group (Mike Desmarais)Contact-centre research

The percentage of enquiries resolved in the first interaction; each repeat contact drops satisfaction sharply and inflates cost per case.

Dixon, Freeman & TomanThe Effortless Experience, 2013

Go beyond FCR to next-issue avoidance — resolving the question the customer will have next, before they call about it.

The EclipseFrontiers® LensSolve it once, and solve the question they haven't asked yet.
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Related in Customer Experience

Customer Experience (CX)Customer JourneyJourney MappingTouchpointMoment of TruthNet Promoter Score (NPS)Customer Satisfaction (CSAT)Customer Effort Score (CES)

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