Recorded Webinar: First Contact Resolution – How To Get It Right First Time, Every Time

Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes.

In this webinar, we shared how to best measure FCR and then highlighting what we can then do with our results to improve contact centre performance.

Agenda

• Introductions – Rachael Trickey, Call Centre Helper
• Nerys Corfield, Injection Consulting

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• Jafar Adibi, Talkdesk

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Topics Discussed

• Measuring FCR
• Lowering repeat contacts
• Reducing customer effort
• Artificial Intelligence
• The use of Technology
• Top Tips from the Audience
• Winning tip – “As part of the Quality Assurance checks, include ‘Did you get this right first time?’ as a measure. If the assessor believes they didn’t, call the customer back. It avoids another (frustrated) inbound call, leaves a great impact on the customer’s impression of the business and makes sure the advisor wants to get it right next time” thanks to Alex42

Original Webinar date: 31st October 2019

Panellists