Contact Centre Research | First Call Resolution

Effective First Contact Resolution and Customer Experience Analytics

"Helped us see how FCR could really generate savings."

MBNA

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Description

CCR are well placed to advise end user contact centres on their First Contact Resolution
strategy. We have completed a national benchmark on FCR Practices with over 120 organisations
taking place. This is brand new knowledge for Autumn 2009 and feeds directly into the
programme. In 2008/9 we also completed a national benchmark on High Performance Customer Experience. CCR are the UK's leading FCR educator with 200 major organisations having been through
our programme in the last 15 months. As FCR is moving very quickly some of these
organisations are now revisiting the programme to gain the latest insight.

CCR have carried out major surveys for leading providers of call recording, speech analytics
and other FCR-linked technology and have some real “coal-face experience” of the
effectiveness of these methods. In the early part of 2009 we carried out an FCR Study Tour of North America looking for innovations in the FCR field and were amazed to see the contrast between innovation in the USA & Canada compared to the UK & Ireland.

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Designed For

Those Planning an Effective FCR Strategy
Those Needing a Reliable FCR Metric
If you Need to Drive out Repeat Contacts
You Have Great Service and Want to Prove It
You've tried Top 50 Call Centres for Customer Service and want to try an alternative
Top 50 Call Centres for Customer Service is out of your budget range but you'd like an alternative

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Formats Available

Book - A comprehensive guide to effective first contact resolution and customer experience analytics. Our guide to formulating an effective FCR and CEA strategy aims to support decision-makers make informed choices. This involves a detailed evaluation of major FCR methods scrutinised for integrity and longevity. We also examine the overlap area between FCR methods and new customer experience analytics tools. For more details please register for further information.

Masterclasses - CCR is the UK's leading FCR and Customer Experience Analytics educator with over 250 clients attending in-company and open sessions.

FCR Metrics - CCR provide a range of choice in our tool kit for effective FCR measurement.

Repeat Reduction Research Tool - CCR have a unique and innovative service designed to support major repeat call reduction without call avoidance in major contact centres.

Public Programme - Right First Time Contact Centre (Trademark) for those organisations willing to prove their service leads the field.

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Contact Centre Research
T: +(44) 1978 710483 | Fax: +44(0) 870 48 676 48 | E: enquiries@cc-research.com