Recorded Webinar: Improving First Contact Resolution Related Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - with Formula First Call Resolution: What Is It and How Do You Measure It? What Is the Best Way to Measure First Contact Resolution? 1,912 Filed under - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Netcall 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 Netcall Andrew Walker The Warranty Group Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Netcall Author: Megan Jones Published On: 22nd Oct 2014 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, First Contact Resolution (FCR), Netcall Recommended Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - with Formula First Call Resolution: What Is It and How Do You Measure It? What Is the Best Way to Measure 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. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter