Recorded Webinar: How to Improve First Contact Resolution

1,619

1,619
Filed under - Recorded Call Centre and Customer Experience Webinars, ,
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

    company logo
    This webinar was brought to you by Call Centre Helper and is sponsored by Vonage


    Read more about - Recorded Call Centre and Customer Experience Webinars, ,

    Recommended Articles

    A picture of what FCR stands for
    What Is First Contact Resolution? – With Formula and Expert Best Practices
    How to Calculate First Contact Resolution
    An image of a confused man choosing between two First Contact Resolution and Repeat Contacts
    The Difference Between Measuring Repeat Contacts and First Contact Resolution
    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.