Featured Speaker is noted call center expert Penny Reynolds of The Call Center School
ATLANTA – March 4, 2010 – Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations has announced that the company will host a webcast on Tuesday, March 16, 2010 with Penny Reynolds from The Call Center School. The session will explore the complexities of measuring First Call Resolution in the contact center and offer some pragmatic solutions for how to do it effectively.
“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 Jacada .
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