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

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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
Webinar Slides for Nerys Corfield on First Contact Resolution - is it counting bubbles in the water?

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  • Jafar Adibi, Talkdesk
Webinar Slides for Jafar Adibi on First Contact Resolution How to get it right first time, everytime

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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

Nerys Corfield - Headshot
Nerys Corfield
Injection Consulting

Jafar Adibi - Headshot
Jafar Adibi
Talkdesk

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

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Author: Rachael Trickey

Published On: 25th Oct 2019 - Last modified: 28th Feb 2023
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