Speaker Steve Morrell

  Steve Morrell, Steve Nattress   First Contact Resolution, Knowledge, Contact Babel 07/06/2022 28 views 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.