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.


  • 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? Click here to view the slides
  • Jafar Adibi, Talkdesk
Webinar Slides for Jafar Adibi on First Contact Resolution How to get it right first time, everytime Click here to view the slides

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


Nerys Corfield- Headshot
Nerys Corfield
Injection Consulting
Jafar Adibi- Headshot
Jafar Adibi
Rachael Trickey- Headshot
Rachael Trickey
Call Centre Helper

company logo
This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.