First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly. Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools. Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.

Hora

20:00 - 21:00 hs GMT+1

Organizador

MetricNet
Compartir
Enviar a un amigo
Mi email *
Email destinatario *
Comentario *
Repite estos números *
Control de seguridad
Mayo / 2020 1150 webinars
Lunes
Martes
Miércoles
Jueves
Viernes
Sábado
Domingo
Lun 27 de Mayo de 2020
Mar 28 de Mayo de 2020
Mié 29 de Mayo de 2020
Jue 30 de Mayo de 2020
Vie 01 de Mayo de 2020
Sáb 02 de Mayo de 2020
Dom 03 de Mayo de 2020
Lun 04 de Mayo de 2020
Mar 05 de Mayo de 2020
Mié 06 de Mayo de 2020
Jue 07 de Mayo de 2020
Vie 08 de Mayo de 2020
Sáb 09 de Mayo de 2020
Dom 10 de Mayo de 2020
Lun 11 de Mayo de 2020
Mar 12 de Mayo de 2020
Mié 13 de Mayo de 2020