First Call Resolution: Exceed Customer Expectations with Superior Service – Live Webinar October 4th 1 pm ET.
For information and to register go here right now.
First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%.
However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues!
Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction.
Do you know what that costs you? Plug in your own numbers to our formula and find out.
How do you define first call resolution? And how do you—if you do—calculate it.
One of the foremost methods to boost customer satisfaction—and improve FCR—is to consistently and ongoingly train, train, train your front lines in world class customer service skills such that they can do their job right the first time.
For information and to register go here right now. http://iccaevent.com/first_call_resolution2012.html
Don’t put it off. Only 1000 lines.
Note: Your entire team can be present for one enrollment fee!
Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/222-2455 fax 928/223-6165
http://www.HumanTechTips.com – tips newsletter
http://www.drrosanne.com – blog
PS Reserve your seat now http://iccaevent.com/first_call_resolution2012.html