It’s time for you to check out this week’s list of Call Center Webinars. All of them are on-demand webinars archived by ON24.
First Contact Resolution (FCR): Top Myths, Methods and Tips to Measure it and Improve it
Whether you have been working on FCR for 5 years, or you just heard of the term, this webcast will help you step up to the next level:
Attendees will learn:
How best to measure FCR- even if your company is technology-challenged and capital-constrained Top myths and misconceptions of FCR measurement Industry benchmark data for FCR 5 methods and tips to improve FCR How to get other departments involved in FCR improvement How to structure and analyze FCR data in order to take action
Hear the results of the 3rd Annual Contact Center Satisfaction Index (CCSI) as CFI Group examines the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior right now. This discusses the measured affects of the immediate challenges facing contact centers, including CSR performance, problem resolution, off-shoring, and multichannel trends.
This webinar will review Google’s industry leading enterprise search technology and how it is being used by organizations worldwide to improve customer service. Additionally, the webinar will address how organizations can gain a concrete ROI through these solutions – thereby reducing costs and improving customer service.
