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Measuring and Managing First-Contact Resolution: Challenges & Techniques
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 for the webinar today!
How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
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 covered 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:
- Twitter: A public dialogue that takes place in real time
- Facebook: Building a community around your brand
- Virtual communities: Communications channel or feeding frenzy
- The blogosphere: Everyone has a soapbox
- Do's and don'ts: How to communicate effectively in a cyber service world
Winning the Service Trifecta! Happy Customers, Lower Cost and Improved Visibility
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.
View 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.
Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support
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.
Driving Customer Loyalty through Improved Service Performance
Learn how improving First Contact Resolution 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 practices are 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 can directly impact your bottom line
The Perfect Agent: Tools and Technology for Coaching Your Support Team
How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away? Communications skills expert Rich Gallagher shares the secrets to getting the best out of today's distributed support team. Topics this Webinar covers include:
- The psychology of a typical agent
- Strength-based coaching techniques that create real performance change
- Managing performance problems from near and far
- Making your agents part of a team
- How technology can help improve your team's performance
How to Tell Anyone Anything: Coaching Your Service Team to Success
If you manage people, the single biggest factor in your morale, turnover, and customer satisfaction levels is your ability to give feedback that really changes performance, without getting people defensive. Based on recent principles from strength-based psychology, this webinar teachs you a new, step-by-step process for truly effective coaching and feedback, based on the speaker's new nationally-published book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.
Using powerful insight into how we all react naturally to criticism, this session shows you how to avoid the mistake of focusing on what's wrong, and transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.
SupportIndustry.com Webinar: First Contact Resolution - The Metric That Matters!
For customers, the only thing better than having their problem resolved on the initial contact is not having the problem in the first place! First Contact Resolution (FCR) drives a number of best practice initiatives and is a holistic measure impacting customer satisfaction, cost per call and mean time to resolve. When done right, FCR is the key to increasing customer loyalty while lowering costs, an essential factor in today's economy.
In this on demand webinar, narrated with industry insight and analysis, Peter McGarahan, President of McGarahan and Associates, and Jeff Moloughney, Senior Product Marketing Manager, GoldMine Division, share proven techniques and specific examples of how you can improve First Contact Resolution in your organization. Attendees will be able to benchmark their own organization against best practice levels and see how others in the industry are performing.
6 Steps to Designing a Great Customer Support Experience
Customer experience is the most powerful tool available today for distinguishing your company from competitors -- each contact with the customer offers an opportunity for strengthening your relationships by delivering value. That makes the support center an extremely strategic contact point.
Listen to this interactive Webinar and learn:
-- The 6-step process to designing and delivering a great support experience
-- The movement from products to services to experiences (and how this impacts profitability)
-- How management should respond to the evolution of the support center
