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FREE WEBINAR: First Contact Resolution (FCR): Top Myths, Methods and Tips to Measure it and Improve it
Thursday, October 29, 2009,
2:00pm ET
11:00am PT |
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Over the last several years, numerous studies have proven that the key driver in attaining high levels of customer satisfaction within the contact center is First Contact Resolution.
Improve FCR and your customer satisfaction scores will immediately improve. But it gets better- just think of the cost savings you can deliver when you move FCR by 10 points - expect to reduce costs by 10 points or more! This is one of the few areas in the contact center where you can improve customer satisfaction and costs at the same time. But there is more. Solve the customer’s problem, and the likelihood of selling them something else goes up proportionally.
Whether you have been working on FCR for 5 years, or you just heard of the term, this webcast will help you step up to the next level:
What attendees will learn:
- How best to measure FCR- even if your company is technology-challenged and capital-constrained
- Top myths and misconceptions of FCR measurement
- Industry benchmark data for FCR
- 5 methods and tips to improve FCR
- How to get other departments involved in FCR improvement
- How to structure and analyze FCR data in order to take action
Who should attend:
- Executives and Directors involved in goal setting
- Supervisors and managers of both small and large centers
- Back office supervisors - Learn how you can help drive FCR!
- Support managers and Six Sigma teams involved in process management
- Product Managers of Service or Sales
- Chief Financial Officers
- Customer Experience Czars
View Archive
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready! |
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| PRESENTERS: |
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 Mary Murcott
The Contact Center Futurist
Mary Murcott is a Customer Care Futurist who assists companies in transforming their customers’ experience. Ms. Murcott designs strategies and roadmaps, and develops the technical and leadership competencies within companies to deliver world-class service and sales at best-in-class economics.
Ms. Murcott is founder and president of Performance Transformations, Inc. Her clients include high profile Fortune 500 companies, as well as medium size companies in financial, healthcare, travel and other service industries.
As a senior executive for more than 20 years, Ms. Murcott was instrumental in driving performance turnarounds, startups and consolidations at many companies including American Express, DHL, and Cox Communications. She was most recently SVP Service, Sales and CIO of Budget Rent a Car and Ryder Trucks.
A frequent speaker at industry conferences, Ms. Murcott recently delivered keynotes at IQPC’s European Consortium in Monte Carlo, the Telecommunications Users’ Conference in New Zealand, ICMI Sales Conference in Shanghai, Time Warner Customer Service Conference in San Francisco, IMI’s Call Center Conference in Istanbul, workshops on FCR and Time Management Practices of Top Call Centers at ICMI in Austin, and was moderator for Frost and Sullivan’s ebroadcast on Boosting Acquisitions in Call Centers.
A noted authority on customer care and operations, including first contact resolution multichannel service, service level management, performance management, sales, coaching, employee selection and retention. Ms. Murcott has designed a series of management webinars and in-person customer care seminars, which are presented in the US and in 26 countries.
Her customized Healthchecks are instrumental in leading and sustaining performance turnarounds in many multi-center companies.
Ms. Murcott recently authored an ICMI published book entitled Driving Peak Sales Performance in Call Centers and many articles on customer service strategy.
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 Erik K. Linask
Group Editorial Director, TMCnet
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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