Recorded Webinar: Improving First Contact Resolution


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Exceed your customer expectations by delivering improved First Contact Resolution.
Thursday 23rd October 2014
In this webinar we look at how to improve one of the most widespread contact centre metrics – First Contact Resolution (FCR).
We will also be revealing an exclusive release of new consumer research which highlights the business benefits of delivering effective multichannel customer engagement.

Panellists
• Richard Farrell – Netcall
• Guest Speaker – To be announced shortly
• Jonty Pearce – Call Centre Helper

Topics discussed
• Latest research on First Contact Resolution
• How to measure FCR
• Reducing repeat contacts
• Call avoidance
• Identifying reasons for repeat calls
• Agent empowerment
• Customer satisfaction surveys
• Use of technology
• Top tips from the audience

Sponsored by Netcall.
This webinar is held at 1.00pm UK time, 2pm in Paris and South Africa and 8am in New York.

Topics Discussed

  • Latest research on First Contact Resolution
  • How to measure FCR
  • Reducing repeat contacts
  • Call avoidance
  • Identifying reasons for repeat calls
  • Agent empowerment
  • Customer satisfaction surveys
  • Use of technology
  • Top tips from the audience

Panellists

Richard Farrell - Headshot
Richard Farrell
Netcall

Andrew Walker - Headshot
Andrew Walker
The Warranty Group

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Megan Jones

Published On: 22nd Oct 2014 - Last modified: 28th Feb 2023
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