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

- Jafar Adibi, Talkdesk

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
Panellists

Nerys Corfield
Injection Consulting

Jafar Adibi
Talkdesk

Rachael Trickey
Call Centre Helper
