First contact resolution has a big impact on every call center. In today’s economy it is more important than ever to present solutions that return hard dollars to your call center. By understanding why people call you, what causes unnecessary repeat calls, and where there are improvement opportunities in processes or training, you can prove value to your operation by decreasing “revenue leakage” and increasing caller satisfaction.
Join First Contact Resolution expert Rob McDougall for an informative hour to provide an understanding of the basics of what FCR could mean to you.
The webinar will be Thursday, February 26, 2009 at 2:05 pm EST. Register online at www2.gotomeeting.com/register/917955266.
[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]