Presented By: Ken Landoline, Program Manager,Yankee Group’s Enterprise Research; Compliments of Enkata
On Demand: Live Date: May 2008
First contact resolution (FCR) is the KPI attracting the most attention among contact center and customer care executives today. Yankee Group believes that FCR is the foremost KPI in evaluating a contact center's overall operating performance. The benefits of FCR improvement include overall customer call reduction, a decrease in call center "rework,"improved service, enhanced customer satisfaction, incremental up-sell and cross-sell opportunities and increased opportunities for high value customer interactions.
In this Webinar, Ken Landoline, from the Yankee Group, examines the benefits of using FCR as a key measurement in customer service environments and the issues involved in defining FCR. It also provides a comparison of FCR measurement methodologies and a discussion of best practices in implementing an FCR measurement program allowing companies to go beyond the measurement of FCR to address the critical issue of reducing repeat calls and customer service rework.
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