One weeks to our:
Live Webinar May 19th 1 pm ET. First Call Resolution: How to Define and Measure
Have you registered yet?
Go here right now. http://www.iccaevent.com/first_call_resolution.html
First Call Resolution is your first step towards improvement.
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.
What does losing that customer cost you? Plug in your own numbers to our formula.
How do you define first call resolution? And how do you—if you do—calculate it.
For information and to register go here now. http://www.iccaevent.com/first_call_resolution.html
Don’t put it off. Only 1000 lines are available.
Remember: 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
845/228-6165 fax 928/223-6165
http://www.HumanTechTips.com – tips newsletter
http://www.drrosanne.com – blog
PS Register here http://www.iccaevent.com/first_call_resolution.html