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
- 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
Original Webinar date: 31st October 2019
Panellists
This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk
Author: Rachael Trickey
Published On: 25th Oct 2019 - Last modified: 22nd Jul 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, Nerys Corfield, Talkdesk
