Writing
Why Your FCR Metric Is Lying To You — And What It's Hiding
TL;DR — Most contact centres measure First Call Resolution. Very few use it to change anything. The metric has become a reporting obligation rather than a decision-making tool — and the gap between measuring FCR and acting on it costs more than most operations realise.
This one is published in full on LinkedIn, where the discussion happens in the comments. It runs to about a ten-minute read.