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

Wednesday, August 5 at 3:00 PM

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!

Roy Atkinson

Group Principal Analyst

HDI

<p>HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master's certificate in advanced management strategy from Tulane University's Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter <a href="http://www.twitter.com/RoyAtkinson" data-mce-href="http://www.twitter.com/RoyAtkinson">@RoyAtkinson</a></p>

Andrew Gilliam

Associate Analyst

HDI

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow Andrew (<a href="https://www.twitter.com/ndytg" target="_blank" rel="noopener">@ndytg</a>) on Twitter, connect with him on <a href="https://www.LinkedIn.com/in/andytg" target="_blank" rel="noopener">LinkedIn</a>, and discover more at <a href="https://www.andytg.com" target="_blank" rel="noopener">andytg.com</a>.