Want the secret to improving first-call resolution and center-wide quality? Ask your customers.

Sponsored by IBM Enterprise Content Management and Mindshare Technologies

Repeat calls to your call center are costly in time, money and customer satisfaction. By listening to customers after the call, you can pinpoint issues that aren't being resolved immediately, refine training and help ensure consistent quality, even if turnover is high.

See how in this complimentary Business White Paper: "Your Customers Know How to Increase Your Profits. But Do You Know How to Listen?"

You'll find out...

  • How surveys and voice analytics can uncover issues down to the individual employee

  • Why customers with quickly resolved problems are worth more long-term than those who never complain

  • Why call center employees actually embrace customer surveys

  • How one customer raised first-call resolution from 57% to 71% in just 10 months

Discover how you can increase quality, efficiency and customer loyalty. Get this complimentary Business White Paper now!