Recorded Webinar: How to Improve First Contact Resolution

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Recorded Webinar: Driving Down Repeat Contact
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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 - Headshot
    Peter Massey
    Budd
    Tim Pickard - Headshot
    Tim Pickard
    NewVoiceMedia
    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 4th Mar 2015 - Last modified: 27th Nov 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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    Recommended Articles

    How to Calculate FCR
    How to Calculate First Contact Resolution (FCR) - With Formula
    A picture of what FCR stands for
    What Is First Contact Resolution? – With Formula and Expert Best Practices
    The Best Ways to Improve First Contact Resolution
    driving-down-repeat-contact-webinar-featured-image
    Recorded Webinar: Driving Down Repeat Contact