Presented By:Siemens Enterprise Communications featuring Sarah Kennedy, Senior Partner at Service Quality Measurement
On Demand: Live Date - June 2008
Recent research from SQM Group provides statistical support for the importance of first contact resolution (FCR) on Agent satisfaction and retention. As Agents are the most important and the most expensive asset in the contact center, managers must continually address issues of low satisfaction that can lead to agent turnover. The costs of defection go beyond recruiting and training, to the negative impact of poor FCR on customer satisfaction.
Leveraging SQM's extensive survey database of well over 300 North American contact centers, this webinar will explore trends in customer and agent satisfaction, look for root causes of agent dissatisfaction, identify areas for improvement, and compare agent and management perceptions. Further detail on performance statistics related to transferred and escalated calls as well as channel specific feedback will drive conclusions and recommendations for improving overall performance.
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