Presented By: Donna Fluss, founder and President of DMG Consulting; Joe McFadden, Senior Director, Enkata
On Demand Date: January 2011 

This practical session emphasizes improving First Contact Resolution.   Two leading experts on FCR discuss successful implementation practices.    Donna Fluss of DMG Consulting discusses key requirements and best practices for implementing a closed-loop process for improving FCR.
 
•  Defining FCR – which FCR definition is right for you?
•  Making FCR actionable -  agreement on the need through action plans
•  Building an FCR Program – steps to capture, measure, identify and fix service quality issues 

Learn about the latest analytics solutions being deployed by global service operations to systematically improve FCR through existing coaching and quality monitoring programs from Joe McFadden, Senior Director Enkata.   He discusses:

•   Why contact reasoning is critical to trusted FCR metrics
•   Best methodologies for tracking contact reasoning
•  Which solutions provide the definitive FCR answers
•  How to drive FCR improvements through agent coaching 

This 45 minute presentation, followed by a Q&A, teaches how leading global enterprises have successfully structured and deployed an FCR program.

Joseph McFadden is a veteran of the customer service industry.   He has been associated with the launch of several first-in-category solutions including VoIP-based, multi-channel contact routing solutions, voice response systems, and agent optimization solutions. He is currently a Senior Director at Enkata, a leading provider of analytics driven performance management solutions for the contact center.

Donna Fluss is the President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report.