First Contact Resolution: Five steps to agent optimisation using Artificial Intelligence

Discover how organisations including Microsoft and RAC utilise AI from Elephants Don’t Forget to improve FCR performance and associated KPIs.

Learning outcomes:

  • How to reduce operational inefficiencies, drive down repeat errors and quantify the drivers of poor FCR performance.

  • How AI is used to develop the behavioural skills and competencies to improve and sustain FCR performance.

  • How to maximise ROI from agent training programmes and improve speed-to-competency of new recruits.


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