Recorded Webinar: 10 Ways to Improve First Contact Resolution Related Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - with Formula What Is the Best Way to Measure First Contact Resolution? First Call Resolution: What Is It and How Do You Measure It? 3,621 Filed under - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Genesys, NetPromoter Score (NPS) Webinar on first contact resolution. First Contact Resolution is a key measure in the overall effectiveness of the contact centre. It looks at whether you were able to solve a customer’s problem the first time. But that is often easier said than done. In this webinar we explored 10 ways in which you can reduce repeat contacts and improve on your first contact resolution (FCR rates). Agenda Introductions – Jonty Pearce, Call Centre Helper 10 Ways to improve First Contact Resolution – Mike Allen, Right First Time Improve First Contact Resolution – Mike Murphy, Interactive Intelligence Your tips Winning tip – “Work throughout the business to improve rules – rules that give agents greater authority within set limits, so that they can resolve more customer issues without having to transfer or escalate their cases, thereby shortening call resolution time.” thanks to Christopher All the tips from the audience have now been turned into an article 33 tips for first contact resolution Interactive Q&A – Live questions from the audience Topics to be discussed How to measure FCR Reducing repeat contacts Identify your repeat contact reasons Agent training Survey methods Systemic and non-systemic resolution Links between FCR, CSAT and NetPromoter scores Social media and other channels Using new technology Data analytics Top tips from the audience Interactive questions and answers This webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence. Original Webinar date: March 2013 Author: Jo Robinson Published On: 12th Mar 2013 - Last modified: 6th Apr 2021 Read more about - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Genesys, NetPromoter Score (NPS) Recommended Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - with Formula What Is the Best Way to Measure First Contact Resolution? First Call Resolution: What Is It and How Do You Measure It? Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter