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


Webinar on First Contact Resolution - How to get it right first time everytime
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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 to be 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


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

Click here to view the replay.



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