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First Contact Resolution | Managing Metrics

First Contact Resolution (FCR) is the “magic metric” which helps you to measure both Quality (it has a high correlation with customer satisfaction) and Efficiency (it can have a measurable impact on costs). In this video BenchmarkPortal CEO Bruce Belfiore gives managers a multi-channel overview of this key performance indicator, including its definition, importance, ways to measure, typical ranges and impacts on your operations. This episode of Managing Metrics includes a practical example of how you can calculate the savings and ROI of actions that increase FCR. Master this metric and you will really have an impact on your center’s performance. BenchmarkPortal Website - https://www.benchmarkportal.com/ BenchmarkPortal Benchmark Reports - https://www.benchmarkportal.com/bench... BenchmarkPortal Industry Reports - https://www.benchmarkportal.com/conta... BenchmarkPortal Training - https://www.benchmarkportal.com/conta...