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Nate from Git VoIP discusses First Call Resolution (FCR), its importance, and how to calculate and improve FCR rates. FCR shows the percentage of support requests completely resolved during the first interaction with customer support. Customer satisfaction and support team effectiveness are measured by FCR rates, with the ideal range being 70 to 75%. Customers determine if an issue is resolved, not the agents. Improving FCR is crucial for enhancing customer service quality.