Podcast – How can you boost First Contact Resolution in your contact centre?


Nerys Corfield

In this episode, Nerys Corfield of Injection Consulting shares her own observations of how contact centres are using First Contact Resolution (FCR) and talks about the metric’s growing popularity.

As part of our discussion, we also consider the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes and ask if “One and Done” is right for every scenario?

Follow any of the links below to listen to the podcast on your favourite platform:

Or, if you’d prefer to listen to the podcast directly from this webpage, just hit the play button below:

This podcast was made possible by our sponsor, Genesys. To request a demo of their contact centre software, visit: www.callcentrehelper.com/demo

Published On: 12th Aug 2019 - Last modified: 14th Aug 2019
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