First Call Resolution is an essential metric for any contact center for two simple reasons: it drives customer satisfaction and reduces operating costs. Explore: steps you can take to measure FCR, ways to identify the causes of repeat calls, industry best practices, insight on how FCR relates to customer satisfaction and the 10 secrets to boosting FCR!

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If your employees find it hard to help customers because of a complicated desktop, join the webcast to learn how you can leverage your existing servicing technology and make it work better for your employees, your business and your customers. During this webcast, you will learn why it’s important to leverage your existing service applications to improve productivity and the customer experience.

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Join us to learn how context, the value of interaction as shaped by the knowledge of the customer, plays a key role in delivering a high quality, end-to-end customer experience, as well as how to create a seamless bridge between the contact center and the enterprise to achieve the ultimate experience.

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Customers are impacted by more than just the efficiency of the inbound contact center. In fact, sometimes what happens in the back office can be the catalyst for customer dissatisfaction, increased costs and increased call volumes into the contact center. If you think you’ve done everything you can to maximize the efficiency and performance of your contact center but are still being tasked with driving further cost savings, increased quality and customer satisfaction, it’s time to shine a light on your back office operations.

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This session will present best practices, service quality assurance methods and metrics organizations can use to more easily transition to new technologies and enhance their contact centers. Attendees of this webinar will come away with a better understanding of how to deploy Unified Communications solutions with confidence.

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