Five Key Requirements to Eliminate Repeat Calls

Wednesday May 22, 2013
TIME: 2:00 PM ET/ 11:00 AM PT


One sure way to irritate your customers is to cause them to make repeat calls. While contact centers have deployed a vast array of technologies and strategic initiatives designed to reduce and ultimately eliminate such calls, the problem still persists.

Why is all of our planning still not producing the expected results? What needs to be done to diminish the increased call volume and manage the major operational challenges presented by unnecessary repeat calls?

What Attendees will learn:

This webcast offers five key requirements to successfully and systematically cut down the number of frustrating repeat calls in your center:

  1. accurately categorize call reasons
  2. understand and work with large call sample sizes
  3. identify avoidable repeat calls
  4. create individual-level repeat metrics that can be consistently trusted
  5. identify and act upon coachable opportunities
Who should attend:
  • Managers, Directors, VPs of Contact Center Operations in Enterprise sized organization



Sponsors:



 
 
Presenters:

Brian Spraetz
Sr. Manager, Product Marketing, Enkata

For more than 20 years, Brian Spraetz has helped organizations effectively deploy technology within their organizations to improve performance. Having held senior positions in product development, management, and marketing, Brian offers a broad base perspective of technical knowledge and operational expertise. In his current position he works with customers and prospects to ensure they receive maximum benefit from the Enkata solution.


Moderator:

Stefania Viscusi
Editor TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.