First Contact Resolution has become one of the most popular contact centre metrics. But there is still a lot of confusion around how it is measured and how it can be improved.
In this webinar, we look at a number of ways to improve First Contact Resolution and reduce repeat phone calls.
The latest thinking in First Contact Resolution
The best ways to measure FCR
Reducing repeat contacts
Improving contact centre processes
Building customer feedback into the process
The role of technology in improving First Contact Resolution
Top tips from the audience
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Vonage