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The importance of knowledge in the contact centre for improving FCR

Knowledge really is power. Understanding your customers' needs and preferences is crucial. This how you can provide them with the help and support needed to resolve their queries, quickly and effectively. Of course, the idea of making knowledge accessible to agents as well as customers is not new. Nor is it a guarantee for successfully improving FCR but intelligent technology is new. Join our webinar on Tuesday 5th July at 11am. And discover how delivering the right knowledge at the right time can help you provide a faster, more accurate and efficient service that drives customer loyalty and revenue growth.

Learn about the importance of knowledge in the contact centre for:

  • Understanding your customers and why they contact you
  • Identifying the reasons for repeat contacts
  • Providing fast, consistent, and accurate answers to customers
  • Training and coaching agents in the hybrid work environment
  • Measuring the impact of knowledge on FCR

Steve Morrell, Contact Centre Industry Analyst at ContactBabel will share the key findings of his latest Inner Circle Guide to First Contact Resolution. This is focusses particularly on the impact of knowledge on CX and performance. Steve Nattress, Product Director at Enghouse Interactive will talk about how Enghouse solutions can help you identify and deliver the knowledge needed to effectively improve FCR rates.  As well as how to measure its impact on your business objectives.