What is first-contact closure rate optimization, and why use it?

- "Can you fix it now?" That's what users want to know. Not tomorrow, not after escalation to someone else. Now. You. Because every transfer, every hold, every escalation, it costs time, productivity, and trust. To increase first-contact closure rates, you must equip the first contact, be it self-service automation or human assisted service, with the right tools, knowledge, access, and authority to solve more issues on the spot, without waiting or escalating to another team. Every extra step in resolving an issue is a step towards frustration. Every escalation, every transfer, every delay, they all add up. That's why First-Contact Closure Rate Optimization matters. The more issues users get resolved on first contact, whether that is through self-service automation or human assistance, the fewer tickets escalate to higher tiers. The faster users get back to work, then the lower your support costs. First-Contact Closure Rate Optimization is about getting the right knowledge, tools, and…