In this Episode of the Contact Centre Podcast we discuss with Nerys Corfield, the Director of Injection Consulting, the best ways to measure and improve your First Contact Resolution (FCR) rates.
Nerys Corfield of Injection Consulting shares her own observations of how contact centres are using First Contact Resolution (FCR) and talks about the metric's growing popularity. In our discussion, we also discuss the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes and ask if "One and Done" is right for every scenario? This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo