The FCR Champion is the person in your organization that does an outstanding job in championing the FCR efforts for the organization.
The FCR Champion:
- Is the day to day dedicated resource for FCR and is seen as being most knowledgeable about FCR
- Works with the supervisors, QA and CSRs to ensure that FCR is the most important priority for the contact center
- Provides the analysis of FCR data to drive higher and higher levels of focus and attention on FCR
- Works tirelessly to support the FCR Leader to create a culture of obsession on FCR
- Works with the process improvement teams to ensure that customer survey data is central to the efforts of the group. Can also lead the process improvement efforts
Important Note: if you are selected as an FCR Champion, we will be making the award presentation at our conference and we require you to be present to accept your award.
FCR Champion Award
Nomination deadline: March 10th, 2017
Award Announcement: March 17th, 2017