Presented By: Patrick Hall, CMO, CallCopy
Date: July 29th, 1:00 - 2:00 pm Eastern

"FCR is an essential metric for any contact center for two simple reasons: it drives customer satisfaction and reduces operating costs." While widely recognized as one of the top drivers of customer satisfaction, actual usage of FCR as a key metric is surprisingly low.

Hear the many reasons why contact centers should implement FCR as an essential key performance indicator (KPI), and discuss related challenges. You'll gain valuable insight, as well as real-world techniques for improving FCR, including:
* Steps you can take to measure FCR.
* Ways to identify the causes of repeat calls.
* Industry best practices.
* Insight on how FCR relates to customer satisfaction.!

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