Presented By:  Ken Landoline, Principal Analyst, Current Analysis and Oscar Alban, Principal Global Market Consultant, Verint Systems
On Demand Date:  March 2011  

Studies have shown that high levels of First Contact Resolution (FCR) in the contact center correlate closely with customer satisfaction and loyalty. Yet, mastering it remains a significant industry challenge. That's where a shift to "measuring what matters" can help—and why in today's business environment, FCR is the right solution at the right time. With its ability to improve both sides of the customer service equation—decreasing costs while increasing satisfaction - FCR has been deemed a worthy endeavor and is attracting increased attention among today's customer care executives. 

This complimentary webinar features Ken Landoline of Current Analysis and Oscar Alban of Verint Systems as they explore FCR as an impactful key performance indicator, and share their perspectives on:  

•   The state of customer service operations today  

•    Factors influencing the shift from efficiency to effectiveness  

•    How to establish and maintain an effective FCR program  

•     Key steps and essential criteria for successful FCR implementation and measurement  

•     Service-enhancing technology tools and trends  

Special Offer: Attendees will receive a complimentary copy of Ken Landoline’s compelling paper First Contact Resolution—The Right Solution at the Right Time.   

Presenters:  

Ken Landoline, Principal Analyst, Current Analysis
	Ken tracks the enterprise unified communications and contact center (UCCC) markets. His analyst career has been focused on voice telephony products and applications, including PBXs, key telephone systems, interactive voice response (IVR), speech recognition, and contact centers. In these roles, Ken advises end users, vendors and investment institutions on the development and implementation of telecom systems and services, with an emphasis on multi-channel contact centers, speech applications and VoIP technology.
Oscar Alban, Principal Global Market Consultant, Verint Systems
	Oscar has worked in the customer services operations market for nearly three decades, both in corporate and vendor positions. Today he consults with contact centers on the different aspects of workforce optimization with an emphasis on the re-engineering of quality assurance strategies. Oscar is a sought-after motivational speaker and published author in industry publications.