Presented By: Brian Spraetz, Senior Manager, Product Marketing, Enkata
On Demand Date: June 2012
Industry analysts agree that First Contact Resolution (FCR) is a critical metric that delivers a clear measurement of organizational effectiveness and customer satisfaction. You are most likely aware that improving your FCR can reduce costs and increase customer satisfaction, which in turn boosts customer retention and upsell opportunities.
But, a successful FCR program goes beyond the metric. In this webcast, we show you how to refocus your efforts on resolving customer issues in one contact – which will cause a fundamental shift in the way your contact center operates.
-- How having an effective FCR program can save your organization millions of dollars – and we’ll show you how
-- How FCR metrics can improve coaching and provide actionable insights
--The many challenges to achieving accurate FCR metrics - and how to solve them
You will also learn the five fundamentals that help build and support a thriving FCR program.
As you embark on your research to improve your FCR, Enkata is committed to providing you with the resources you need to help you build the most effective program.
About the Speaker:
For more than 20 years, Brian Spraetz has helped organizations effectively deploy technology within their organizations to improve performance. Having held senior positions in product development, management and marketing, Brian offers a broad base perspective of technical knowledge and operational expertise. In his current position with Enkata, he works with customers and prospects to ensure they receive maximum benefit from their technology deployments.
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