Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: How to Improve First Contact Resolution

Published On: 4th Mar 2015 10:15

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.

Topics Discussed

The latest thinking in First Contact Resolution

The best ways to measure FCR

Reducing repeat contacts

Multi-channel interactions

Improving contact centre processes

Agent empowerment

Building customer feedback into the process

The role of technology in improving First Contact Resolution

Top tips from the audience

Panellists

Peter Massey

Budd

Tim Pickard

NewVoiceMedia

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Recorded Webinar: How to Improve First Contact Resolution

Topics Discussed

Panellists

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