Presented By: Ron Hildebrandt, Co-founder, Enkata
On Demand: Live Date: September 2009
It is the question every contact center needs to know… why are customers contacting you? It is valuable knowledge. If you learn how to derive contact reasons, you can increase FCR, focus coaching and training efforts and ultimately improve the customer experience. Unfortunately, many methods used today deliver results that are not reliable or not actionable enough to drive the change you need.
This webcast is designed to help you navigate the landscape of existing methods companies are using to categorize customer contacts and present real-world best-practices for transforming accurate contact reasons to reduce calls, improve employees’ performance, and increase customer satisfaction.
In this webinar, we will discuss: - The pros and cons of call categorization methods - Overview of how accurate call categorization can drive improvements in contact center performance - A case study of the improvement process in action
Sign in to watch this webcast now