Newsletters

Customer Support:   (972) 395-3225

Home

Articles, News, Announcements - click Main News Page
Previous Story       Next Story
    
Complimentary Roundtable Webcast: Thursday, August 6th - Roundtable - Best Practices in First Contact Resolution - NICE, OpenSpan, Virtual Hold, Voiance

August 7, 2015

August 6, Roundtable - Best Practices in First Contact Resolution- NICE, OpenSpan, Virtual Hold, Voiance

First contact resolution (FCR) is properly addressing the customer's need the first time they contact your organization, eliminating the need for the customer to follow up with a second contact. Contact center managers need to carefully monitor follow-up inquiries — in addition to being an indication of customer dissatisfaction, follow-up contacts create an overall increased call volume which, in turn, requires more agents. Attend this roundtable to learn how you can improve FCR and reduce costs while also enhancing customer experience and satisfaction. http://www.crmxchange.com/roundtable/FCR/aug2015.asp


 
Return to main news page