"First Call Resolution is the contact center metric most closely associated with customer satisfaction and quality, yet many of our clients find it is one of the most difficult numbers to pinpoint and measure effectively," said Scott Norteman, director of product management for Jacada.
Penny Reynolds, founding partner of The Call Center, will discuss the complexities of First Call Resolution and how best to measure it. She will also address how First Call Resolution and Solve Rate trump traditional metrics such as Average Handle Time, as well as best practices for identifying areas for process improvement and ways to implement positive change.
Norteman continued: "We're pleased to work with The Call Center School and Penny Reynolds to help highlight First Call Resolution best practices and demonstrate the dramatic impact it has on both customer experience and the bottom line."
Jacada will also share an exciting new approach and technology for measuring First Call Resolution that enables companies to record, in real-time, all of the contact events associated with a customer interaction.
The webcast titled, "Finally! First Call Resolution and Solve Rate Analytics That Produce Measureable Results," will be held on Tuesday, March 16, 2010, at 11:00 am eastern time. A question and answer session will be held at the end of the webcast. The live webcast will be hosted by Jacada and is complimentary to all participants. For more information or to register, go to http://www.jacada.com.
This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. The words "may," "could," "would," "will," "believe," "anticipate," "estimate," "expect," "intend," "plan," and similar expressions or variations thereof are intended to identify forward-looking statements. Investors are cautioned that any such forward-looking statements are not guarantees of the future performance and involve risks and uncertainties, many of which are beyond the Company's ability to control. Actual results may differ materially from those projected in the forward-looking statements as a result of various factors including the performance and continued acceptance of our products, general economic conditions and other Risk Factors specifically identified in our reports filed with the Securities and Exchange Commission. The Company undertakes no obligation to update or revise any forward-looking statement for events or circumstances after the date on which such statement is made. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.