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Session 304: Debating Data: The Role of FCR in the 21st-Century Support Organization

Roy Atkinson  (Group Principal Analyst, HDI)

Andrew Gilliam  (Associate Analyst , HDI)

Location: TBD

Date: Wednesday, August 5

Time: 3:00 pm - 4:00 pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

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!