Another episode of the Contact Center KPI podcast has dropped 💥Our special guest is Amas Tenumah - Author, Consultant, and Co-Host of The Contact Center Show.We're talking all about FCR (First Contact Resolution). Yes, we are expanding beyond calls and touching on how important FCR is across all channels.Amas left us with some incredible insights:1)What not to do when measuring FCR? STOP OBSESSING with what your number actually is. Understand the reasons behind why your number is what it is, then focus on how to improve it. 2) FCR equally impacts how efficient your team is and how effective your team is.3) Everyone measures FCR differently. It doesn't matter how "wrongly" you're measuring it, just continue to measure the same way. Focus your energy on improving your score rather than finding the perfect equation.