GLOSSARY: First Contact Resolution (FCR)

A metric that refers to the organization’s rate of resolving a customer issue on the first contact.  Debate exists regarding whether FCR can encompass interactions that spanned channels (if a customer started interacting in live chat and was then escalated to a live phone call, is that still the same “contact”) or agents (if a customer was transferred, is that still the same “contact”).  Debate also exists over what constitutes a resolution (does the customer decide, does the agent decide, should the business instead look at whether the customer later needed to call about the same issue).