First-contact resolution (FCR) is the 'Holy Grail' for a technical support operation - directly impacting customer satisfaction, loyalty and corporate revenue.
Join us for a live Webinar to hear Rob McDougall, president of Upstream Works and an expert on FCR, discuss how technical support centres can significantly reduce call volume, increase customer satisfaction and positively impact the bottom line.
You will also discover how successful companies leverage remote support to dramatically increase FCR and reduce costs.
Attend this interactive Webinar to learn:
-- Steps for measuring and improving FCR within your IT support operation
-- The strategic impact of FCR on both bottom- and top-line operations
-- How remote-support technology is a key contributor to increased first-contact resolution
-- And more...
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Created for company team training on DiSC Personality Profiles. I took basic talking points and tried to make them visually interesting, personifying each of the four types with an animal and primary color scheme.
Conducting Process Audits For Municipal GovernmentStephen Deas
This presentation details how to conduct a process audit of local and municipal governments. A process audit is a strong, proactive tool for improving process outputs. Many local governments are adopting a zero overhead growth strategy(ZOG) which is dependent on key continuous improvement tools. Process audting is a wonderful continuous improvement tool.
Poka Yoke is a Japanese term meaning "mistake-proofing" or "error-proofing". It is a quality control method used to eliminate or prevent mistakes or errors during manufacturing processes. The goal of Poka Yoke is to make it impossible or at least very difficult to make mistakes, thus improving efficiency and reducing defects. This can be achieved through various means, such as designing products or processes that are self-checking, using warning signals or alarms, or providing clear instructions for operators. By implementing Poka Yoke, organizations can improve the quality of their products and reduce the time and cost associated with fixing mistakes
Process Mapping and Process Improvement for the Small Business OwnerMichiko Diby
This is a low-key, simple presentation for the small business owner.
Use this method to get a visual on bottlenecks, and create new processes that make work productive and fun.
The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Created for company team training on DiSC Personality Profiles. I took basic talking points and tried to make them visually interesting, personifying each of the four types with an animal and primary color scheme.
Conducting Process Audits For Municipal GovernmentStephen Deas
This presentation details how to conduct a process audit of local and municipal governments. A process audit is a strong, proactive tool for improving process outputs. Many local governments are adopting a zero overhead growth strategy(ZOG) which is dependent on key continuous improvement tools. Process audting is a wonderful continuous improvement tool.
Poka Yoke is a Japanese term meaning "mistake-proofing" or "error-proofing". It is a quality control method used to eliminate or prevent mistakes or errors during manufacturing processes. The goal of Poka Yoke is to make it impossible or at least very difficult to make mistakes, thus improving efficiency and reducing defects. This can be achieved through various means, such as designing products or processes that are self-checking, using warning signals or alarms, or providing clear instructions for operators. By implementing Poka Yoke, organizations can improve the quality of their products and reduce the time and cost associated with fixing mistakes
Process Mapping and Process Improvement for the Small Business OwnerMichiko Diby
This is a low-key, simple presentation for the small business owner.
Use this method to get a visual on bottlenecks, and create new processes that make work productive and fun.
The DevOps Pay Raise: Quantifying Your Value to Move Up the Laddertlevey
DevOps, when done right, usually goes unnoticed. It's only when something breaks that all eyes turn to IT.
If your boss only sees you when the app is down, however, that's not really doing your career any favors. In this session we'll talk about how to prove your value to the organization by looking at the positive side -- that is, how much money you've saved your company.
Topic F- You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world ?
Webinar - First Five Email Campaigns - 1 in series of 3 webinarsPardot
Join us for webinar #1 as Mathew Sweezey, Account Manager at Pardot LLC, explores what those first five campaigns are and how to get the best results from your campaign efforts. This will be #1 in a series of three monthly webinars on creating best results marketing automation campaigns.
Many developers know that they should be writing tests for their apps. However, it’s often hard to know how to get started or to convince your manager that you should be spending half of your time writing and maintaining test code. In this talk, you will learn how you can integrate testing into your day-to-day workflow and you’ll learn why a good test suite will not cost you a lot of time. Instead, it should end up saving you time. And as you know, the manager loves it when you manage to save time. You will understand how TDD works, how to integrate the important bits of TDD and how to build a high-quality test suite that is a pleasure to maintain. To round things out, you will also learn about Xcode 11’s new test plans feature and how you can use it to make your test suite even better!
Northeast Lean Conference 2017 - SIPOC, The First Picture of Your ProcessTim McMahon
Whenever you are planning to start some process improvement activity, it’s important to capture an easily communicated picture of the current process first. A SIPOC (Suppliers, Inputs, Process, Outputs, Customers) diagram identifies at a high level the potential gaps (deficiencies) between suppliers and process inputs and between output specifications and customers’ expectations, thus defining the scope for process improvement activities. In this interactive session, you’ll learn to understand the fundamentals of creating an SIPOC diagram, demonstrating how you can dissect a process and create a workable improvement plan that can be applied in your everyday workplace. Armed with a detailed and shared visual understanding of how work actually occurs, the organization can more easily identify project ideas for improvement.
Explore the importance of English language skills and their impact on communication, connection, and personal growth. Break through language barriers and get ready to embrace the mighty power of English for a future that shines bright!
As per the expert guidance we have designed the software (English Language Lab)
As per experts' advice, student has to complete the course in 440 sessions
ITSM in the Cloud - A Change in the Weathertodd.lewis
Whatever your opinion of 'cloud computing', there can be no doubt that it has firmly entered into the IT lexicon. But what exactly is cloud computing? Does it differ from existing models or is it just a new buzz word invented to put a fancy spin on the same old products? More importantly, how will it change the way you run your IT service program?
Join this live webinar to hear David Mainville, CEO of Consulting-Portal, share his insights on cloud computing and its increasing role in IT service management.
Attend this interactive webinar to learn:
* How cloud computing compares to other service delivery models
* Who are the players when it comes to cloud-based IT service management tools
* How you can exploit cloud computing in your IT service management
* And more...
The DevOps Pay Raise: Quantifying Your Value to Move Up the Laddertlevey
DevOps, when done right, usually goes unnoticed. It's only when something breaks that all eyes turn to IT.
If your boss only sees you when the app is down, however, that's not really doing your career any favors. In this session we'll talk about how to prove your value to the organization by looking at the positive side -- that is, how much money you've saved your company.
Topic F- You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world ?
Webinar - First Five Email Campaigns - 1 in series of 3 webinarsPardot
Join us for webinar #1 as Mathew Sweezey, Account Manager at Pardot LLC, explores what those first five campaigns are and how to get the best results from your campaign efforts. This will be #1 in a series of three monthly webinars on creating best results marketing automation campaigns.
Many developers know that they should be writing tests for their apps. However, it’s often hard to know how to get started or to convince your manager that you should be spending half of your time writing and maintaining test code. In this talk, you will learn how you can integrate testing into your day-to-day workflow and you’ll learn why a good test suite will not cost you a lot of time. Instead, it should end up saving you time. And as you know, the manager loves it when you manage to save time. You will understand how TDD works, how to integrate the important bits of TDD and how to build a high-quality test suite that is a pleasure to maintain. To round things out, you will also learn about Xcode 11’s new test plans feature and how you can use it to make your test suite even better!
Northeast Lean Conference 2017 - SIPOC, The First Picture of Your ProcessTim McMahon
Whenever you are planning to start some process improvement activity, it’s important to capture an easily communicated picture of the current process first. A SIPOC (Suppliers, Inputs, Process, Outputs, Customers) diagram identifies at a high level the potential gaps (deficiencies) between suppliers and process inputs and between output specifications and customers’ expectations, thus defining the scope for process improvement activities. In this interactive session, you’ll learn to understand the fundamentals of creating an SIPOC diagram, demonstrating how you can dissect a process and create a workable improvement plan that can be applied in your everyday workplace. Armed with a detailed and shared visual understanding of how work actually occurs, the organization can more easily identify project ideas for improvement.
Explore the importance of English language skills and their impact on communication, connection, and personal growth. Break through language barriers and get ready to embrace the mighty power of English for a future that shines bright!
As per the expert guidance we have designed the software (English Language Lab)
As per experts' advice, student has to complete the course in 440 sessions
Similar to First Call Resolution - The Key To Superior Tech Support (20)
ITSM in the Cloud - A Change in the Weathertodd.lewis
Whatever your opinion of 'cloud computing', there can be no doubt that it has firmly entered into the IT lexicon. But what exactly is cloud computing? Does it differ from existing models or is it just a new buzz word invented to put a fancy spin on the same old products? More importantly, how will it change the way you run your IT service program?
Join this live webinar to hear David Mainville, CEO of Consulting-Portal, share his insights on cloud computing and its increasing role in IT service management.
Attend this interactive webinar to learn:
* How cloud computing compares to other service delivery models
* Who are the players when it comes to cloud-based IT service management tools
* How you can exploit cloud computing in your IT service management
* And more...
How to Build Marketing Presentations for Webinarstodd.lewis
Marketing webinars can build awareness of your company, help advance prospects along the sales cycle and establish you as a thought leader in your field. Or they can frustrate and annoy your audience so that they never want to hear from you again!
Join Ken Molay, president of Webinar Success and a former director of product marketing, as he presents practical guidelines for creating webinar presentations that engage your audience and create sales interest.
In this one-hour, interactive webinar you'll:
* Find out how to hook an audience quickly and make them want to pay attention.
* Learn the commonly used presentation technique that actually works against you in a webinar.
* Get examples of proper structure and flow for a marketing webinar.
* Hear much more practical advice on building engaging webinar presos.
How to Develop a True Multi-Channel Contact Centretodd.lewis
The most talked about topic in the service and contact centre sector is the coming of the multi-channel service centre. Service centres have progressed from being call centres to contact centres (phone and email) to now being truly multi-channel with up to 14 different customer touch points.
But how do you develop a multi-channel contact centre? What are the benefits? What are the pitfalls? And which organisations have successfully implemented one?
Join this live, interactive and entertaining webinar with Dr. Catriona Wallace, director at callcentres.net, and learn how to successfully launch a multi-channel centre.
Attend this webinar to discover:
• Why it's critical to start transitioning to a multi-channel contact centre
• Three key steps to developing a true multi-channel contact centre
• First-hand insights from managers who have successfully implemented multi-channel strategies
• And more...
Strategies for an Efficient and Highly-Effective Support Organisationtodd.lewis
In today's challenging economy, everything hinges on the customer. And that's why support organisations must make the customer experience a strategic focus.
Join us for an interactive Webinar to hear Peter McGarahan, president of McGarahan & Associates and industry thought leader, share best practices and proven strategies for improving first-contact resolution and customer satisfaction by optimising existing resources.
Attend this Webinar to learn:
-- How to integrate processes, tools and professionals with customer touch points
-- What is the Total Contact Ownership approach and why you should adopt it
-- Best practices for operating an impressively efficient, effective support organisation that exceeds customer expectations
-- And more...
The Perfect Agent: Tools and Technology for Coaching Your Support Teamtodd.lewis
How do you motivate people to deliver excellent performance, whether they are in the next cubicle or far away?
Communications skills expert Rich Gallagher, a noted author and trainer who is also a former support manager, joins with Citrix to share the secrets to getting the best out of today's distributed support team.
Based on concepts from Gallagher's latest book, How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work, this free Webinar will help you get the best out of everyone in today's virtual support environment.
This Webinar’s topics will include:
-- The psychology of a typical agent
-- Strength-based coaching techniques that create real performance change
-- Managing performance problems from near and far
-- Making your agents part of a team
-- How technology can help improve remote-support performance
Social media tools like Facebook are redefining how your customers and stakeholders interact online. Isn’t it time to learn how your business can leverage this powerful platform?
In this interactive Lunch+Learn Webinar [https://www1.gotomeeting.com/register/414619784], you’ll get practical steps on how to develop and implement a Facebook strategy for your business - including what NOT to do.
Attend this one-hour Webinar to learn:
* 5 ways to a rapid-start Facebook strategy
* How to build and engage your Facebook community
* Real-life examples of how businesses of all sizes use Facebook to build their brands
* And more...
Power Of 30 Seconds: Best Practices for Exceptional Supporttodd.lewis
What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
Power Of 30 Seconds: Best Practices for Exceptional Supporttodd.lewis
What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
Twitter For Business Lunch+Learn Webinartodd.lewis
Social media tools like Twitter are redefining how your customers and stakeholders interact online. Isn’t it time to see if your business can leverage the power of this microblogging platform?
In this interactive Lunch+Learn Webinar, you’ll get a step by step breakdown of how the Twitter service works and how to get started using it. Moreover, you’ll be able to engage with industry experts on practical ways to integrate Twitter into your business.
Attend this one-hour Webinar to learn:
*How to get started using Twitter
*Twitter do’s and don’ts
*How businesses of all sizes use Twitter to gain an advantage
*And more...
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Discover the innovative and creative projects that highlight my journey throu...
First Call Resolution - The Key To Superior Tech Support
1. First Call Resolution
The Key to Superior Tech Support
Listen to audio over your computer speakers
or you may phone in:
Australia #: 03 9008 6791
New Zealand #: 09 985 3589
Access Code: 671-140-838
We will begin at approximately 2pm Australian EDST
4. Meet your presenter
Rob McDougall
R bM D ll
President and CEO
Upstream Works Software Ltd.
5. POLLING QUESTION
What are your First Contact Resolution
y
rates?
1.
1 Under 50%
2. 50%-70%
3. 70%-85%
4. Over 85%
5. Unknown
6. WHY FIRST CALL RESOLUTION?
30% of call centre work is re work
re-work
Repeat calls directly affect customer
satisfaction
ti f ti
Drives process formalisation
Reduces cost
Reduces complexity
7. COMPLEX FCR
Define a process
Measure to a process
Eliminate Variances
Eliminate errors
Reduce repeat calls
Complex interaction in the right number of
calls
8. FCR FOR A COMPLEX TRANSACTION
S tti and meeting th expectation of th
Setting d ti the t ti f the
customer
Not ‘one and done’
Use of typical ‘First Call
Resolution’ metrics i not
R l ti ’ t i is t
obvious
9. COMPLEX INTERACTION EXAMPLES
Technical help desks
Initial report call
Specification of required information
Collection time
May be resolved subsequently by agent
May be forwarded to domain expert
Requires final closure/ resolution with caller
Often involves cross- channel (email/ phone)
Not measured well
12. CHARACTERISTICS
Cross channel
There is cross channel interaction
Consultation
C lt ti
There is a consultation with a domain
expert
t
Call back
The caller is given interim instructions
13. IS MULTI CHANNEL COMPLEX?
Email/ fax/ CHAT complex?
May be hard to measure
Not in themselves complex
N t i th l l
Email is most prone to complexity
Multiple interactions
M lti l i t ti
14. PREDICTABLE DOMAIN EXPERTS
Domain experts may be scheduled in
call centre
Insurance claims
If not, the process is complex by
definition
d fi iti
May or may not be available for the caller
How are expectations set?
Response times are not predictable
15. CALL CENTRE T YPES
All call centres have ‘one and done’
one done
interactions
May be seen as complex
High Volume; Low Variability
Customer service
Mostly non complex interactions
Low Volume; High Variability
Knowledge workers
g
Triage
Significantly more complex interactions
16. WHAT DID I DO TODAY?
Measure the interaction details
Has both simple and complex
interactions
i t ti
Less well defined measurement
Complexity used as an excuse not to
measure
Less well defined processes
21. WHERE IS THE MYSTERY?
Complex interactions
Understand what the agents are actually
doing
Understand what the process is
For customer facing interactions
Stop guessing!
22. POLLING QUESTION
What best describes your support
challenges?
1. Mix of phone and multi-channel
2. Complex processes
3. No Measurement
3 N M t
4. All of the above
5. None of the above
28. STEP 2 – IDENTIFY THE INTERACTIONS
Measure all agent activities related to
interactions
Call and after call
Email and after email
Measure elapsed ti
M l d times
Correlate multiple interactions
35. STEP 4 – ELIMINATE VARIANCES
Define
D fi an optimal process and measure
ti l d
to it
Do
D each step once and only once
h d l
Address variances from optimal
Be sure it makes customer and business
sense.
36. STEP 5 - MEASURE TO CONFORMANCE
Complex processes, when measured,
C l h d
lose their mystery
Predictable
P di bl
Repeatable
Measurable
Improvable
Learn and use best practices
38. THE ‘SIMPLE’ COMPLEX INTERACTION
Is the situation really complex?
Really?
No,
N really?
ll ?
“We’ve always done it this way”
39. COMPLEX PROCESS IMPROVEMENT
Access to the right information and tools
Knowledge base
Eliminate
Eli i t use of an IVR
f
For complex transactions
Leverage the internet if you can
40. THE BENEFITS
FCR
Reduced call volumes
Improved customer satisfaction
I d t ti f ti
Process improvement
Better agent management
Expose process holes
41. ABOUT UPSTREAM WORKS
Call centre solution provider
Focus on First Call Resolution
measurement and improvement
t di t
Addressing agent and call handling needs
UpStart Experience Suite
Measure FCR 3 ways out of the box
Use with GotoAssist to simplify complex
processes and measure results
42. Rob McDougall
Rob McDougall
President
Upstream Works Software
rmcdougall@upstreamworks.com
+1 905 660 0969 x 358
twitter:up_rmcd
twitter:up rmcd
44. Get started today!
Please call now to have all
your questions answered.
ti d
Try it Free
1800 451 458 (Australia)
0800 424 874 (New Zealand)
www.GoToAssist.com
We will send you a link to the
recorded session within 24 hours.
Thank you for attending!
45.
46. SUMMARY
Mystery means things are complex
Measure to eliminate the mystery
Define the process
Break down each process into steps
FCR from repeat calls within a process
Eliminate variances from the
optimal process
47. Get started today!
Please call now to have all
your questions answered.
ti d
Try it Free
1800 451 458 (Australia)
0800 424 874 (New Zealand)
www.GoToAssist.com
We will send you a link to the
recorded session within 24 hours.
Thank you for attending!