Presented By: Siemens Enterprise Communications featuring Sarah Kennedy, Senior Partner at Service Quality Measurement
(SQM) Group, Inc.
Date: On Demand - Available November 27th
Join Siemens in welcoming Sarah Kennedy for a discussion of new FCR research from SQM Group. Exploring the 20% discrepancy between user reported and internal FCR measures; new insights, directions, and techniques for improving performance and customer intimacy will be explored. And we will explore how today's emerging Contact Center technologies support for moving Contact Resolution beyond FCR into self-service and pro-active resolution.
After you have attended the Siemens’ webcast you are invited to join a special community networking group for a further discussion of the issues presented in this webcast. You can exchange your views with your peers throughout the world and ask questions of the experts. There is no charge to join the group. Just go to http://www.mycrmexchange.com and select the Siemens webcast group in the window towards the top middle of your screen with the message “jump to a group homepage” and register.
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