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Tuesday, May 06, 2014 02:00 PM EDT / 11:00 AM PDT
 
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 First contact resolution is often seen as the “Holy Grail” in customer service. However, finding the right available agent versus the first available agent encompasses more than just introducing a new metric and tracking its performance.

Improving first contact resolution (FCR) has a direct positive impact on your business. Yet it is also important to balance the drive for FCR with “cost to serve”. The law of diminishing returns is very applicable when it comes to both managing and measuring FCR.

Through proven best practices and Workforce Optimization capabilities, you will learn to find the right balance while building customer loyalty through increased FCR.

What attendees will learn:
  • How to reduce the customer effort, resulting in increased satisfaction scores and better customer loyalty
  • How to achieve FCR through proven technology and best practices
  • How to manage and measure FCR without breaking the budget

Who should attend:
  • VP/Director of customer experience
  • VP/Director of contact center operations

Presenters

Stefan Captijn
Sr. Director, Business Application
Genesys

Michael Miller
VP Speech Analytics
Genesys


Moderator

Stefania Viscusi
Editor
TMCnet