Tech Quarterly (TQ) Webinar Series
Each month, NACR hosts a complimentary, hour long webinar on a topic that is pertinent to the business communications industry. These events will help keep you updated on the rapidly changing telephony industry. Please join us for these informative sessions.
Registration
Date: March 18, 2010
Time: 2:00 ET/1:00 CT
Cost: Complimentary
Click on the link below to register.
Our Presenters:
Barb Courneya brings more than 30 years of experience in the communications industry, primarily focused in the Contact Center marketplace. She is an Avaya Certified Contact Center Expert and and you may have heard Barb present at the International Alliance of Avaya Users Inc. (INAAU) where she is an often requested presenter. |
Mike Stack is a Regional Director for Nexidia. He is responsible for sales and customer satisfaction for the Mid-west region. He brings a wealth of experience leading and developing sales organizations in the Contact Center applications marketplace for 20 years. |
Questions? Suggestions?
Contact Scott Sund
VP of Marketing
sund@nacr.com |  | First Contact Resolution Strategies
Presenter - Barb Courneya - NACR Contact Center Director
- Mike Stack - Nexidia Regional Director According to The Yankee Group, "First Contact Resolution (FCR) is the foremost KPI in evaluating a contact center's overall operating performance." |  |
In addition, a customer survey by Dimension Data found that "One in three respondents... ranked improvements in .. FCR as the first, second or third most important factor in impacting customer satisfaction if it improves."This confirms a study by Portland Research Group that found "the average consumer must call a company 2.3 times before having their issue resolved, and that future purchase intent drops from 76% to 55% with the second contact."
Join us for this free webinar event and hear Barb Courneya and Mike Stack identify existing technology as well as emerging real-time solutions that can greatly improve First Contact Resolution. They will also discuss ways in which you can measure your FCR success to assure that you are providing a superior level of customer service on every contact. The success of your business depends on it.
As always, the presentations will be followed by a Q&A period that will allow you to get additional clarification if needed. |
 Important Takeaways
| | - Examine the role of real time speech analytics in helping the agent complete the contact or automatically alerting a supervisor when additional assistance may be required.
| - Learn about emerging technologies that will automatically adjust routing based on the context of the contact.
| - Review current and future reporting solutions that can measure your success in improving FCR.
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