Presented By: Mark Lepko, President North America, Altitude
On demand - Live Date: October 2008
Although First Call Resolution (FCR) is a familiar concept, you probably aren’t aware of the direct impact it has on your daily operations and on the contact center ROI, via customer satisfaction and loyalty. In this interactive session you learn different methods to track FCR and the benefits associated with providing agents with all the relevant information to better help and cater to customer needs and requests.
The benefits of FCR are clear but many contact centers have a hard time measuring this KPI as they are still very much focused on the traditional measures such as speed of answer, abandon rates occupancy rates, call monitoring scores, … Based on our expertise and worldwide experience we are in a privileged position to help you define a best practices roadmap to support your strategy and business goals.
From this session you will take away:
· Defining FCR
· Building a FCR business case
· Use different methods to measure FCR
· Roadmap to implement a effective FCR strategy
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