54% of customers say First Contact Resolution (FCR) is the biggest driver of their experience. Yet for most organisations, resolution is getting harder to sustain. The result? Repeat demand, longer calls, rising escalations, and growing operational risk.
Our e-guide is a short, evidence-led briefing for senior operational and CX leaders on why FCR is now a capacity and competence problem, not a process one.
Using the latest ContactBabel research, it explores how cognitive load, AI hand-offs and fading knowledge quietly undermine consistency, and how strengthening frontline capability helps stabilise performance.
You’ll learn:
- Why demand is multiplying despite digital investment
- Where FCR quietly breaks down
- How competence drives more consistent, defensible decisions
- Practical ways to strengthen frontline capability without taking people off the floor