Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Innovative Best Practices for First Contact Resolution

Published On: 5th Aug 2026 08:00

First Contact Resolution (FCR) is a metric on the rise. It’s at the top of the agenda for many managers.

Why? It is a great way to measure a problem from the customer’s perspective and to highlight broken contact centre processes.

In this, our 300th webinar we will discuss how you can best use FCR to improve contact centre performance with many innovative best practices.

Agenda

How to best define and measure FCR
How NOT to use FCR
Best practices for improving FCR
How to make positive changes to people and process
The role of technology
Top tips from the audience
Winning tip – “Controversially….FCR means nothing if the agent journey is too difficult to navigate.. how can the agent give a great experience if their own experience is terrible. Get the agent journey right and FCR should be the natural outcome instead of chasing it like an out-of-reach target “ thanks to Kelly34

Original Webinar date: 4th November 2021