Improving First Contact Resolution (FCR)
Date(s) – Tuesday, November 21, 2017
9:00 am – 11:00 am
The contact centre industry readily acknowledges the importance of measuring and improving First Contact Resolution (FCR). Measuring FCR can be a challenge but it remains one of the leading success indicators for driving customer satisfaction. Attend this ORCCA event to explore the linkages between FCR and customer satisfaction, and discover the latest best practices on how to measure and improve FCR.