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Measuring and Managing First-Contact Resolution: Challenges & Techniques
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Thursday, August 5 at 11 AM PDT/ 2 PM EDT
First contact resolution, or FCR, is the key to superior support and operational efficiency for an organization. Get is right, and you win with customers, but get it wrong and it wreaks havoc across the company. So how do you effectively measure and manage this crucial metric in order to grow your success? Join industry expert Dave Brown, author of “Optimizing Support Center Staffing,” and Brenda Dentinger of Citrix Online to learn why FCR should be a top priority and how to accurately assess and measure.
Attend the Webinar to learn:
The growing importance of FCR
Methods for capturing and calculating FCR
How to align your measurements with industry benchmarks
The relationship between FCR and other performance factors
Register today!
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Jul-23-2010 |
Webinar: How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
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Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity.
This webinar, featuring industry expert and author Rich Gallagher, shows you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro. Topics we'll cover include:
Why your service is going public and going viral: a look at today's digital consumer
Social media service success stories: Comcast, Southwest Airlines, Zappos, and more
Understanding virtual service channels
Do's and don'ts: How to communicate effectively in a cyber service world
View the webinar today!
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Jun-24-2010 |
Winning the Service Trifecta! Happy Customers, Lower Cost and Improved Visibility
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This SupportIndustry.com webinar presents the business case for creating a customer-centric service delivery model. Many service organizations are required to quickly 'triage' a customer's issue, request or question and either resolve it on first contact or escalate it blindly to back-office resources. By focusing on what's important to your customer, such as speed and accuracy, you can drive operational efficiencies and increase customer satisfaction.
Attend this webinar to:
Learn how you can optimize and automate your service delivery capabilities, best practices and business processes.
Realize the benefits for a dynamic workload distribution intelligently routing any issue or request to the most qualified, available resource.
Learn how with greater visibility you can now balance daily workload, resource allocation and SLA performance relative to established targets.
View the webinar today!
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May-25-2010 |
Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support
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Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?
All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature's VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format examines the best practices, tools and technology behind handling your worst-case scenarios.
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. View this wide ranging, high-content discussion that gives you and your team confidence in handling any customer situation.
View the webinar today! |
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Mar-01-2010 |
Driving Customer Loyalty through Improved Service Performance
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Learn how improving First Contact Resolution (FCR) can directly impact your bottom line!
Customer satisfaction and loyalty are two highly desirable results in a support environment.
But which performance factors deliver both?
view this interactive Webinar to hear Dave Brown, president of Support Center University and author of Optimizing Support Center Staffing, explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success.
View this interactive Webinar to learn:
* Which industry best practice is a must-have for your performance program
* How support performance translates into customer loyalty
* Key tactics that will ensure both customer satisfaction and loyalty
* Learn how improving First Contact Resolution (FCR) can directly impact your bottom line
View the webinar today!
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Feb-18-2010 |
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