The IntelePeer glossary defines common vocabulary, terms, acronyms, metrics, and phrases related to our service offerings. To find the term you’re looking for, use the search bar or navigate using the alphabet bar at the top of the page.
First contact resolution (FCR)First Contact Resolution, or FCR, is the gold-standard KPI for contact and call centers. Ideally, every customer interaction is resolved the first time a customer contacts a business. Read More
