Presented By: JC Corrigan, President of Customer Analytics Consulting and Mike Hutchison, Vice President Professional Services, Nexidia
On demand: Live date: August 2009
While most contact centers rely on quality monitoring and data from telephony and CRM systems to measure first call resolution, these approaches usually don’t explain WHY customers call back. However, your customers DO.
As a follow up to our April webinar, “The New FCR – Reinventing First Call Resolution with Speech Analytics”, Nexidia and JC Corrigan, discuss how you can use advanced speech analytics tools to gain rapid insight into WHY customers call back for targeted improvement. You’ll discover new and innovative ways of thinking about FCR, including:
·FCR as an enterprise-wide indicator of inefficient policies, processes, products and agents
·Approaching problem resolution from a customer perspective
·The importance of understanding what happens before, during and after calls
·Leveraging data AND the voice of the customer for a complete view of FCR
·Going beyond analyzing calls to evaluate the experience of repeat callers
Hear how a global financial services provider used Nexidia’s new FCR analysis tools to identify the root cause of an issue driving 53% of repeat call volume in just 3 days
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.
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