Overview:
First contact resolution (FCR) has been a goal for many years, but call center executives have been impeded in achieving optimal results by at least three barriers:
1. Focusing on script adherence vs. assuring
staff have needed tools and expertise
2. Inability to get the resources to provide the necessary tools and support
3. Failing to collect the needed data to diagnose why FCR is not achieved
In this informative webinar, ICMI will provide you with a new approach to FCR that will both challenge conventional wisdom and provide you with new approaches for analyzing contact handling, allocating quality resources and increasing the impact of your Voice of the Customer (VOC) process.
This presentation will also demonstrate that contact centers with strong Voice of the Customer processes provide measurable, quantifiable benefits to many other departments, from marketing (word of mouth) and finance (better margins) to risk (lower liability costs) and HR (lower voluntary turnover in retail and other customer contact units). Each tangible benefit will be outlined with case study examples from industries including financial services, pharmaceutical, CPG, industrial, travel and governmental environments. Further, an effective VOC will pinpoint the types of information agents need to effectively answer the more difficult calls.
Join us and you will learn:
- How to shift attention from script adherence to broken processes and response rules
- To get the resources you need by quantifying the revenue, margin and word of mouth impact of investments in improved FCR and VOC, including a valuable checklist of actions that will help move your FCR to the next level
- To enhance the impact of your satisfaction surveys while potentially reducing their total number
Presenters
John Goodman
Vice Chairman, TARP
John Goodman received a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Business School. His book, Strategic Customer Service, was published by the American Management Association in April 2009. Mr. Goodman cofounded TARP in 1971. He has managed more than 600 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; Business Week credits him with instigating creation of the GE Answer Center and the use of toll free telephone and web self service systems by hundreds of major corporations. In addition, he has developed frameworks for building and assessing Voice of the Customer processes in B2B and B2C environments. He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on Good Morning America, the ABC Evening News, and as a panelist on PBS.
Tony Fassette
Vice President, SAP Business Communications
Tony Fassette is the Vice President for SAP Business Communications Management . He brings over 15 years Customer Relationship Management and Contact Center experience to his current role where he is responsible for growth strategies. Prior to joining SAP, Tony designed, developed and delivered contact center solutions for Global 1000 companies.
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