TMCnet E-News

What's Hot in CRM

Direct Interactions Picks Contactual Virtual Call Center Solution
The Role of Software as Enabler of Next-generation Networks
Helpful Hints on Securing a Business Loan
Telemarketing Basics Can Lead to Call Center Success
The Basics of Factoring
Research Study Reveals Attitudes of Chinese Consumers toward Contact Centers
Novo Solutions Launches Help Desk Software Channel on TMCnet
CallCopy Launches Survey Channel on TMCnet
Hosted Contact Center Solutions Provider Five9 Appoints New CEO
Idearc Media Plans to Expand NICE Contact Center Environment
What CRM Software Offers
Entellium Updates Flagship CRM Solutions
OpenSpan Webinar Highlights The Ways Desktop Integration Can Optimize Agent Productivity
ePlus Achieves Cisco Master Unified Communications and Cisco Master Security Specializations
Customer Interaction Solutions Magazine's 2008 CRM Excellence Awards Call for Entries
Indian Outsourcing Market Continues to Show Strong Growth Potential
Call-Shadow Call Recording Solution from Shadow Technology Now Avaya Compatible
Think Like Your Customers to Provide the Best Experience Possible
Convergys Announces $80 Million Contract Renewal
Interactive Intelligence Recertified To ISO 9001:2000 Standard

You might be interested in this relevant, free White Paper.

Call Center First Call Resolution Guide, A Whitepaper by Donna Fluss of DMG Consulting, LLC
First call resolution (FCR) is a unique key performance indicator (KPI) that measures the effectiveness, efficiency and customer satisfaction level of a call center. It is the ONLY single metric that provides a balanced view of the call center�s overall operating performance.

This white paper is a guide for building an actionable FCR program for your call center. The whitepaper will:

~ Explore the strategic role of contact center performance management
~ Provide the definition and calculation formula for first call resolution
~ Discuss how a FCR program benefits customers, agents and the call center
~ Present a framework and tactical steps for implementing a successful FCR program
~ Review a case study of a successful FCR program

You might also be interested in these relevant, free Webinars.

Optimizing Agent Productivity with Desktop Integration
Inter-Network Mediation in multimedia networks
Learn How to Host Revenue-Producing VoIP Services


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