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SupportWorld Live 2020 Schedule Builder
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
Much attention is given to employee engagement given its correlation to customer satisfaction, but employee empowerment – which drives both employee engagement and customer satisfaction – is often overlooked. This interactive session will focus on defining team empowerment and understanding its three core components. ExFirst contact resolution (FCR) is one of the most common support metrics, across all channels. Tracked over time, it can increase customer satisfaction and enable efficiency and cost savings. But it can be challenging to track and should be treated with caution. In today's omnichannel environment, does FCR still have the same value, or is it time to move on? In this session, two industry experts will discuss and debate the role of FCR in the 21st-century support organization. Come with an open mind and be ready to weigh in!
