Recorded Webinar: Innovative Best Practices for First Contact Resolution Related Articles What Is First Contact Resolution? – With Formula and Expert Best Practices What Is the Best Way to Measure First Contact Resolution? The Benefits, Challenges and Best Practices of First Call Resolution The Best Ways to Improve First Contact Resolution 902 Filed under - Recorded Call Centre and Customer Experience Webinars, Justin Robbins, Kristyn Emenecker, Martin Hill-Wilson, Playvox First Contact Resolution (FCR) is a metric on the rise. It’s at the top of the agenda for many managers. Why? It is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes. In this, our 300th webinar we will discuss how you can best use FCR to improve contact centre performance with many innovative best practices. Agenda Introductions – Jonty Pearce, Call Centre Helper Justin Robbins Click here to view the slides Martin Hill-Wilson Click here to view the slides Kristyn Emenecker Click here to view the slides Topics Discussed How to best define and measure FCR How NOT to use FCR Best practices for improving FCR How to make positive changes to people and process The role of technology Top tips from the audience Winning tip – “Controversially….FCR means nothing if the agent journey is too difficult to navigate.. how can the agent give a great experience if their own experience is terrible. Get the agent journey right and FCR should be the natural outcome instead of chasing it like an out-of-reach target “ thanks to Kelly34 Original Webinar date: 4th November 2021 Panellists Justin Robbins Call Centre Consultant Martin Hill-Wilson Brainfood Extra Kristyn Emenecker Playvox Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Playvox Author: Jonty Pearce Published On: 29th Oct 2021 - Last modified: 25th Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Justin Robbins, Kristyn Emenecker, Martin Hill-Wilson, Playvox Recommended Articles What Is First Contact Resolution? – With Formula and Expert Best Practices What Is the Best Way to Measure First Contact Resolution? The Benefits, Challenges and Best Practices of First Call Resolution The Best Ways to Improve First Contact Resolution Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter