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hello welcome to our first call resolution measurement and management video i am mike demeray the founder and ceo of sqm group since 1996 sqm has been the market leader for the call center industry for measuring benchmarking improving and awarding first call resolution in this video we will be using the abbreviation fcr to describe first call resolution at the heart of sqms call center industry services is our mysqm fcr insight software used at the agent and management level to measure benchmark track and improve the fcr rate for our fcr research we conduct post call surveys to capture customer feedback to determine the fcr rate for leading north american organizations we document and share fcr best practices with other organizations we give fcr awards to agents and call centers for those that have demonstrated fcr excellence in this fcr video we will talk about fcr in terms of how we define fcr the fcr benefits for an organization when they improve their fcr rate fcr benchmark insig