What’s Wrong with the First Call Resolution Metric?

Craig Whytock, a Solution Consultant at IFS Assyst, explains that for many service desks, First Call Resolution (FCR) is the “holy grail” of metrics, but should it be? FCR is just a number like any other metric – it will tell you something, but not everything about your service desk performance. Organizations need to consider FCR as a component of a balanced set of metrics and strive to further understand why an FCR number is what it is.

Read the full article from IFS here.