Recorded Webinar: How to Improve First Contact Resolution

In this webinar, we looked at a number of ways to improve First Contact Resolution and reduce repeat phone calls.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Peter Massey – Budd

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• Tim Pickard – NewVoiceMedia

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Topics discussed

• The latest thinking in First Contact Resolution
• The best ways to measure FCR
• Reducing repeat contacts
• Multichannel 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

Winning Tip: “We look at the records of the people each month that have contacted us the most and review to see how we could have stopped them needed to have some many contacts. We are looking to see if it was how we dealt with the call or if the Website was not giving them the help they needed” Congratulations to Kate4

Original Webinar date: March 2015