Recorded Webinar: How to Improve First Contact Resolution Related Articles How to Calculate First Contact Resolution (FCR) - with Formula What Is First Contact Resolution? – With Formula and Expert Best Practices First Call Resolution: What Is It and How Do You Measure It? Podcast: How can you boost First Contact Resolution in your contact centre? 1,824 Filed under - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Peter Massey, Vonage 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 This webinar was brought to you by Call Centre Helper and is sponsored by Vonage Author: Megan Jones Published On: 4th Mar 2015 - Last modified: 27th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Peter Massey, Vonage Recommended Articles How to Calculate First Contact Resolution (FCR) - with Formula What Is First Contact Resolution? – With Formula and Expert Best Practices First Call Resolution: What Is It and How Do You Measure It? Podcast: How can you boost First Contact Resolution in your contact centre? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter