Nerys Corfield of Injection Consulting shares her own observations of how call centers are using First Contact Resolution (FCR) and talks about the metric's growing popularity.

In our discussion, we also discuss the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes to customer service and ask if "One and Done" is right for every scenario?

This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.

So, to find out more about Genesys, simply visit: www.genesys.com