Recorded Webinar: Improving First Contact Resolution

In this webinar we looked at how to improve one of the most widespread contact centre metrics – First Contact Resolution (FCR).

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Richard Farrell – Netcall
• Andrew Walker- The Warranty Group

Click here to view the slides

• Your Tips
• Winning Tip- “We adapted CLOSE – Contact; Listen; Object; Solve; Evaluate – when we conducted quality scores on this we found the listen part being missed once we started to solve this – FCR was a lot more effective!” Congratulations to Karl1
• Interactive Q&A – Live questions from the audience

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

Original Webinar date: October 2014