Presented By: JC Corrigan, President of Customer Analytics Consulting; Mike Hutchison, Vice President Professional Services, Nexidia
On Demand - Live Date: April 2009
Customers spend millions of hours each year trying to get their issues resolved through contact centers, resulting in frustration that equates to reduced spending, decreased satisfaction and loyalty, and loss of important customers and revenue for the organization. In this webcast you will hear fresh and innovative ideas about defining and addressing first call resolution, including:
• FCR as an enterprise-wide indicator of inefficient policies, processes and agents
• The link between FCR and customer effort required to solve issues
• Why FCR is so important in building customer retention and loyalty
• Implementing process improvements to address issues driving repeat calls
• The path from multi-call resolution to first call resolution to call avoidance
Achieving first call resolution has been perceived as an expensive, invasive, time-consuming effort, but you’ll learn how speech analytics can quickly and affordably provide insight into the root causes of your most costly issues, enabling you to take immediate action. You will hear several case studies about customers who dramatically reduced - and even eliminated customer effort by reducing callbacks and initial calls using speech analytics.
About the Presenters:
JC Corrigan, President of Customer Analytics Consulting. J.C. has worked in the Financial Services industry for over twelve years with General Electric and Capital One. J.C. is a certified six sigma Master Black Belt. Customer Analytics Consulting focuses on translating business practices into operational costs and lost revenue opportunities through customer behavior metrics. He has helped five Fortune 500 companies implement speech intelligence and worked with many other companies on tying their customer satisfaction and Net Promoter metrics back to their operational dashboards.
Mike Hutchison, Vice President Professional Services, Nexidia. Mike is a seasoned veteran with more than a decade of Contact Center Management experience in multiple outsourced environments. Mike works directly with some of today’s leading organizations, helping them to realize the far-reaching benefits of speech analytics. Previously, Mike directed 1000-plus person call center operations and managed worldwide workforce optimization for industry-leading outsourcer, Telvista.
Sign in now to watch the recording of this webcast