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Customer Experience Management Concept : FCR

July 26, 2012

FCR = First Call Resolution

According to Wikipedia, FCR Means:

Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.

You may not be a call center, but it helps to ask this question, What is your FCR? This is going to determine what level of Customer Experience you can provide as part of your CRM Support functions.

Source: http://en.wikipedia.org/wiki/Service-level_agreement

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