| Publisher | Citrix Online | ||
|---|---|---|---|
| Format | Webcast | Date added | 01 Feb 2008 |
| Topics | Help Desk, Customer Support Services, Call Center - Contact, Service Level Management, IT Reliability | ||
| Downloads | 61 | ||
Do you have the power to resolve customer issues with one contact - every time? "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 Service and Support Professionals Association (SSPA). Unfortunately, SSPA benchmarks also show that first contact resolution is declining, down from 54% to 46% in the last 3 years.
View this Webinar to hear Mr. Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
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