First Call Resolution

operational FCR program without sacrificing your budget.

First call resolution (FCR) and call resolution rate (CRR) are extremely important metrics for assessing productivity, quality, and customer satisfactions within call centers. These key performance indicators (KPIs) can help organizations to identify opportunities for staff and process improvement that will in turn lead to improved customer experience and enhanced brand image.

If your company is among the many that struggle to get a...

This paper discusses first contact resolution and the offerings for measuring success with FCR.

Many organizations are looking for ways to improve their contact center strategy, and the focus has quickly shifted to first contact resolution (FCR). Unfortunately however, most companies struggle to accurately measure FCR.

This paper examines the various methods for FCR measurement, including their roll out options, costs and risks, and provides...

needs: outsourcing. Then the firm switched to an in-house call center running on inContact’s on-demand platform and integrated with customer relationship management software from salesforce.com.

This paper describes the benefits Extra Space Storage experienced by combining the two cloud-based solutions, such as:

• Reservation rates from phone calls doubled
• One call center for 740 sites
• Caller ID, CRM & inventory data on one screen
• Phone, web and on-site queries in one database

...

This whitepaper discusses ten common problems encountered by network technicians today and their symptoms, causes, and resolutions. Networks today have evolved quickly to include business critical applications and services, relied on heavily by users in the organization. In this environment, network technicians are required to do more than simply add new machines to the network. Often they are called on to troubleshoot more complex issues, thus keeping the network up and...

The truth about effective call prospecting is that it’s a numbers game: the more calls you make, the better your chance of attaining customers. Just one customer could be enough to make your sales numbers. Continue reading this paper to learn nine tips for effective calling.

It’s the rare person who likes to receive sales phone calls, and rarer is the one who likes to make them.

It’s common, however, for a business to need to fill the sales pipeline. Call...

purpose of customer calls, Cellular One suffered from long call times, dissatisfied customers and poor employee performance.

In this case study, discover how Cellular One leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology. Read on to learn about the benefits they currently experience, including:

• Reduced call volume by 40%
• Decreased average

...

This paper describes how identity resolution complements and extends the application of data quality and data integration processes into business applications. The market for Identity Resolution processes has evolved from simple search and match functionality for customer service, fraud detection, and security screening processes to today's highly accurate, high-performance, real-time, cross-language search and match services...

how specific support tools can enable improved problem resolution and minimize downtime.

You rely on an advanced IT infrastructure to enable mission-critical business processes. And while potentially complex IT environments can improve employee productivity and performance, they also present significant challenges for those tasked with maximizing performance and availability while reducing cost of operations. That’s the challenge. So what’s the solution?

IDC research tells...

to turn to a provider that delivers advanced monitoring and resolution services for your internally owned and managed IT assets. This expert resource presents the top ten reasons to consider third party monitoring, which include:

• Strengthen IT support
• Address issues before they become a problem
• Identify new incidents and use past history to resolve issues
• Identify potential risks through regular reviews and health checks
• And much more!

the right answers every time without a wait, in one single call, and providing that will keep your customers coming back to you and only you each and every time.

If you want to increase customer satisfaction, foster loyalty, and keep customers coming back, check out this white paper for an overview of how to relieve customer service pain points and get your agents able to answer any call with ease.

This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.

The Need to Change Measurement Strategies

You may be wondering, do we really need to change measurement strategies and do it all over again...

are always available, accelerating problem isolation and resolution times, and increasing productivity. Download this solution brief to learn more. 

• the infrastructure in a timely and effective way.

Vitria's Resolution Accelerator, combined with SOA governance products from Vitria's partner AmberPoint and other vendors, provides robust, effective and straightforward answers to these major challenges...

The complexity of today's communications calls for new application integration strategies. In part one of this in-depth resource, Benoit Lheureux, a research vice president at Gartner, explains how master the five integration competencies will put you at a competitive advantage.

We are living in a new era of application environments- one that is defined by collaboration between business-to-business (B2B), data partners, analytics teams, information services, e-commerce...

solution to accelerate troubleshooting and problem resolution.

Learn how System Center can benefit your IT environment with integrated solutions from the desktop to the data center, management of physical and virtual IT environments, knowledge-driven management, and rapid time to value. In this presentation transcript, experts Sacha Dawes and Kenon Owens cover current systems management best practices including:

• Monitoring virtual and physical workloads to meet service

...

of all sizes. The system consists of: ▪ An open and extensible call-processing platform ▪ Rich-media communications applications ▪ Management tools

addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.

The call center landscape is experiencing significant changes, both in the business model itself and its underlying technology. The ability to access telephony and applications over the Internet has increased the flexibility of the call center workforce, introducing a new trend: the work-at-home agent. Driven by a greater need for both flexibility and cost control...

their online training program in one month.

The company's first foray into online training was so successful that they upgraded to a 1000 user license after the first year. After a few quick conference calls, they were able to easily configure the skills management module. The operations department is now current on all franchisee and employee training. They are now able to update content quickly so their franchisees can stay current on company policies and procedures. They are...

markets that ratio exceeds five to one.1 Projections call for over 7.1 billion mobile-connected devices by 2015 – approximately equal to the world’s population in that year.2 No connected technology dominates the end-user segment like mobile. It is, in a very real sense, part of the foundation of a new, smarter planet.

These staggering numbers bring with them great opportunity and many companies are working to capitalize on it. Nevertheless, there are significant challenges...

position, and ultimately drive growth.  Learn about their new call center strategy, which integrates standardized processes and leading-edge voice, Web and Web mail functionality.

MPaaS is a newer niche in cloud computing, but it’s a natural fit for gaining efficiencies of scale and reliability by using the infrastructure of messaging providers like ExactTarget. Read on to learn more about an unmatched one-to-one messaging solution that provides unbeatable deliverability - without the hassle of new capital investments.

Developing and establishing a reliable infrastructure around messaging platforms such as Email, Mobile, and Social at massive scale...

Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.

Call centres have been constantly evolving since the last third of...

This case study discusses how in order to fight delayed resolutions of customer support issues, inefficient workflow management and decentralized data, BLS Telecom switched to Sugar Professional. Continue reading to learn how, with Sugar Professional, BLS telecom improved customer support management.

BLS Telecom has identified segments within the prepaid and postpaid markets that are the fastest growing telecommunications sectors in the US and internationally. In the...