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Im now going to take you through 15 tips to improve first school resolution in your contact centers the really speaking the very first thing that you need to do is if you want to improve first call resolution is to start measuring what your first call resolution rates are and you manage what you measure and measuring is really quite key to getting started one of the first things also to look at is to understand why did the customer call in the first place according to Steven Perry who is an organizational transformation business improvement consultant as much as 50 to 70 percent of incoming customer contacts may be generated by a failure within systems and products and to eliminate these organizations must work backwards to correct the root cause of problems and develop methods to overcome them to understand why the customer is calling theres a couple of routes you can you can take my favorite is to start listening to calls yourself and start to identify from those calls whats goin