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Getting It Right the First Time, Six Best Practices That Lead to Higher Rates of First Call Resolution
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Getting It Right the First Time,
Six Best Practices That Lead to
Higher Rates of First Call Resolution
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Register now for this FREE live web event. |
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Wednesday May 21, 2008 • 11:00am PT / 2:00pm ET |
One of the key performance indicators for increasing customer satisfaction is the percentage of customer service issues that can be resolved with the first call. Getting the right answer to your front-line service personnel, quickly and easily, is one of the most effective methods of increasing this KPI.
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Editorial Director
CRM magazine
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Director of Product Strategy
KANA Software, Inc. |
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In this thought-leading, one-hour webcast we’ll look at the main challenges and factors that work against getting it right the first time. We’ll also show you six best practices that can help you overcome these obstacles without sacrificing agent productivity. We’ll show examples of how KANA customers are using Knowledge Management to deliver just the right answer, at just the right time.
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In this informative webcast we’ll deliver strategies that will help you:
- Communicate effectively with the customer to gain context
- Utilize all available knowledge resources to deliver the right result
- Validate the resolution with the customer before closing the call
Register for this informative one-hour web-seminar.
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