• Knowledge is Power
    • Presenters
    • Ask a question
    • Poll #1: Do you currently measure FCR?
    • Our research
    • FCR – the “Miracle Metric”
    • FCR & customer experience
    • The FCR message hasn’t yet got through
    • Pol#2: What is your prime motivation for improving FCR?
    • Measuring FCR
    • FCR measurement methods
    • Digital channels and FCR
    • Why low FCR can be better than high FCR
    • Identifying the reasons for repeat contacts
    • Reducing unnecessary repeat calls
    • Agent knowledge sources
    • Knowledge is the key for FCR
    • Relevant ContactBabel research
    • Knowledge is …
    • Knowing your customer
    • Listening to your customers
    • Understanding your customers
    • Knowledge is …
    • Why knowledge is crucial
    • Knowledge everywhere
    • The value of knowledge
    • Knowledge is …
    • What to measure ?
    • Measure the impact
    • Reap in the benefits
    • Knowledge is power
    • Poll#3: What tools are you planing to implement to improve FCR
    • Resources

enghouse-webinar-knowledge-is-power-2022-07-05-final

Published on 07/06/2022   First Contact Resolution, Knowledge, Contact Babel
  • SM S Morrell
  • SN S Nattress

Description

Enghouse Webinar "Knowledge is power: the importance of knowledge in the contact centre for improving First Contact Resolution"
During this webinar we presented the latest intelligent technology for successfully improving FCR. Claiming that knowledge is power, we showed how delivering the right knowledge at the right time can help provide a faster, more accurate and efficient service that drives customer loyalty and revenue growth.
Steve Morrell, Contact Centre Industry Analyst at ContactBabel, shared the key findings of his new Inner Circle Guide to First Contact Resolution, focussing particularly on the impact of knowledge on CX and performance. In addition, Steve Nattress, Product Director at Enghouse Interactive, talked about how Enghouse solutions can help identify and deliver the knowledge needed to effectively improve FCR rates as well as measure its impact on business objectives.

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