Recorded Webinar: How to Improve First Contact Resolution


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

    Tim Pickard - Headshot
    Tim Pickard

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Published On: 4th Mar 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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