Biting the hand that feeds IT
Biting the hand that feeds IT
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Increase First Contact Resolution: The Key to Superior SupportDo you have the power to resolve customer issues with one contact - every time?Published Feb 2008
"Surveys show that the single greatest way to satisfy customers is to have the first agent they speak with solve their problem", says John Ragsdale, VP of Research for the SSPA. Unfortunately, SSPA Benchmark shows that first contact resolution is declining, down from 54% to 46% in the last 3 years. Watch Webinar to hear SSPA analyst John Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. [Requires Windows Media Player] To view this paper you must first sign up for a user account, or log in if you already have an account. By downloading whitepapers, or other collateral, from The Register Whitepapers library you agree to our Terms and Conditions. We will also send you an email with the whitepaper attached. |
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