2010 Webinars

Start off the New Year with First Call Resolution

Measuring FCR doesn’t actually mean you are attaining or improving FCR. If call center changes are made based on flawed FCR collection – or worse, anecdotal evidence, results will be disappointing. This webinar explores why FCR initiatives fail, and how to do it right.  It then examines how to go beyond FCR measurement, and use FCR to improve call center operations and overall business performance.  For access, send us an email.

2009 Webinars

FCR Based Performance Management

Measuring agent efficiency is well understood, but understanding how effective agents are at solving the customer issue is crucial to improving the customer experience and both top and bottom lines. Learn how FCR is applied to the process of managing and coaching agents. For access, send us an email.

 

2008 Webinars

The Upstream Works First Call Resolution education series consists of six 1 hour webinars.  Originally broadcast in 2008, it was enthusiastically reviewed by attendees as providing clear insight and practical advice for measuring and improving First Call Resolution.   These webinars are now available so you can learn how to use First Call Resolution to improve effectiveness and efficiency, and deliver a service that differentiates your company from all others.

Introduction to First Call Resolution

There are many different misconceptions about what FCR is and what exactly it means to a business. Join us for an informative hour to get an understanding of FCR basics and how it is measured.  The webinar also addresses considerations such as FCR measurement for email, the affect of transfers on FCR, and the impact of self service. For access, send us an email.

Repeat Calls: Assessing the Damage, Calculating the Cost

Join First Call Resolution expert Rob McDougall, as he details the five major financial factors affected by repeat calls. After viewing this webinar, you will be able to create financial impact model and put hard numbers to the concept of First Call Resolution. For access, send us an email.

Increasing Call Center Effectiveness Through First Call Resolution

Join FCR expert Rob McDougall as he expands on the concepts presented in the Introduction to First Call Resolution session, to provide an in depth view on calculating FCR.  It also examines how FCR impacts efficiency as well as effectiveness, and how FCR lets you use your customer base as a strategic advantage.  For access, send us an email.

First Call Resolution and the Complex Customer Interaction

A complex customer interaction will affect your definition and measurement of First Call Resolution. If you deal with complex customer interactions you will want to join First Call Resolution expert Rob McDougall to understand how to measure and apply First Call Resolution in your complex environment.. For access, send us an email.

First Call Resolution: How Does Email Impact your Customer Satisfaction?

Email is steadily increasing in call centers, yet only about 55% of best in class call centers even measure it properly. Understanding how to deal with email in a contact center environment, using a single set of management tools, and correlating repeat customer contacts across all channels is critical to ensuring that your customer satisfaction increases. Join First Call Resolution expert Rob McDougall as he reviews best practices for dealing with this increasingly important contact medium. For access, send us an email.

How to Systematically Improve First Call Resolution

Getting actionable intelligence - the forensic detail you need to improve FCR rates - is the true home run of call center improvement. This webinar will explore the information you need to manage and improve both the customer experience and agent performance.   Join our President, Rob McDougall as he provides insight on how to establish goals and systematically improve this significant Key Performance Indicator. For access, send us an email.