Call Center Services Featured Article
Enkata Director of Marketing to Present at Call Center 2.0 Conference
September 09, 2008
By Susan J. Campbell
TMCnet Contributing Editor
First call resolution is an important and even critical element within the call center as it can reduce the number of contacts necessary between the company and the customer and can create a better customer experience to boost satisfaction. The key to these benefits is understanding how to accomplish first call resolution.
Performance management software provider, Enkata has announced that Senior Director of Product Marketing Liz Amaral is set to present the session “The Importance of First Call Resolution” at TMC’s (News - Alert) Call Center 2.0 Conference.
Amaral will use this session to discuss the power of analytics-driven measurement and its role in enabling contact centers to continually improve first contact resolution (FCR), which will in turn increase satisfaction and decrease operational costs.
"While most contact centers agree that FCR is a critical performance indicator of agent effectiveness, few have the tools to properly report on, and more importantly, impact it," said Amaral in a Tuesday statement.
"Companies are beginning to realize that post-call surveys, which attempt to track FCR, are not accurate or actionable. Companies are now turning to analytics-based solutions, such as Enkata's, that calculate FCR using algorithms.”
“This method is more accurate and actionable than surveys and is ideal for agent coaching. Organizations that manage their FCR using an analytics-based approach are seeing 20-30 percent reductions in repeat calls and a high return on their investment," Amaral added.
"We are very pleased that Liz Amaral will be participating in this year's show. Enkata is widely recognized and respected as an industry leader in contact center performance management, and I am confident that our attendees will appreciate and value the opportunity to hear Ms. Amaral's perspective on first contact resolution," said TMC President and Conference Chairman Rich Tehrani (News - Alert), in the Tuesday statement.
"There have been many recent technological advances benefiting contact centers that help reduce costs and increase productivity. With this ever-changing landscape it is invaluable for contact center leaders and CRM decision makers to hear from top executives at the innovative firms making these technological advances possible."
”The Importance of First Call Resolution” will take place at the Los Angeles Convention Center on Thursday, September 18, 2008 in Los Angeles, California. The session will be held from 10:15 a.m. – 11:00 a.m. PDT.
TMC’s fifth Call Center 2.0 event, this year’s conference will be held September 16-18 and is expected to attract as many as 1,000 attendees. Interested parties may register by visiting www.callcenter20.com.
Call centers perform an important step in the customer service process for an organization, but can only be maximized if quality customer service is a key priority. This conference is designed to provide attendees with access to the latest solutions that will optimize their call center environment and long-term loyal customers. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi
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