Achieve higher efficiency in your contact center.


First contact resolution rate is a great and well-known indicator of a contact center's efficiency. ICMI Consulting can help you gain bottom-line advantages for your contact center by addressing measures and processes that increase FCR rates, such as:


  • Measuring FCR correctly for your unique environment.
  • Minimizing touch points and reducing contact center expenditures.
  • Establishing a base level for improvement.
  • Aligning quality assurance monitoring processes with FCR objectives.
  • Collaborating with stakeholders

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