Recorded Webinar: First Contact Resolution – How To Get It Right First Time, Every Time Related Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - With Formula What Is the Best Way to Measure First Contact Resolution? The Best Ways to Improve First Contact Resolution 1,024 Filed under - Recorded Call Centre and Customer Experience Webinars, Nerys Corfield, Talkdesk 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 Click here to view the slides Jafar Adibi, Talkdesk 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 Panellists Nerys Corfield Injection Consulting Jafar Adibi Talkdesk Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Register Now! Author: Rachael Trickey Published On: 25th Oct 2019 - Last modified: 22nd May 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Nerys Corfield, Talkdesk Recommended Articles What Is First Contact Resolution? – With Formula and Expert Best Practices How to Calculate First Contact Resolution (FCR) - With Formula What Is the Best Way to Measure First Contact Resolution? The Best Ways to Improve First Contact Resolution Related Reports Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking CCW Market Study: State of Generative AI 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 Webinars & Events Weekly Newsletter