What does "first contact resolution" refer to?

"First contact resolution" refers to the capacity to resolve an incident during the first interaction with the user. This concept emphasizes the effectiveness and efficiency of customer support or incident management teams in addressing user issues without necessitating further follow-up. Achieving first contact resolution is vital because it enhances user satisfaction, reduces the time and resources spent on resolving incidents, and can lead to an overall better service experience. It indicates that the support team is adequately trained, informed, and empowered to tackle issues without needing to escalate them or require additional interactions.

In effective incident management, striving for first contact resolution means that teams are not only quick to respond but also capable of providing solutions or valuable guidance during that initial interaction, thus preventing delays and frustrations for the end-user.