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
Netcall
Andrew Walker
The Warranty Group
Jonty Pearce
Call Centre Helper
