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First Contact Resolution: How Successful Contact Centres Get It Right
Presented by:
Paul Barnes, Managing Director, Eptica UK & Eire
Wednesday 29th April 11.00 - 11.30am
This web seminar is for contact centres, outsourcers and heads of customer service and will focus on the key issues facing contact centres today - how to improve service quality and contain costs.
Log in to find out how a leading UK outsourcer reduced both headcount and operating costs by using an agent knowledge base to turn CSRs into ‘star performing’ agents.
According to customer satisfaction surveys carried out before the Agent Knowledgebase was deployed, the biggest complaint of customer service had been the lack of agent knowledge. Now 84% of customers who use the service say their experience of dealing with customer service agents exceeds their expectations.
The key themes for this webinar are cost reduction, service quality and agent utilisation. We’ll show you how an Agent Knowledgebase is able to:
- improve first contact resolution
- reduce call handling time
- address compliance issues
- support a self-funding productivity bonus so agents can earn more
- all of this – and deliver an ROI within 6 months.
This case study will cover the results and a simple guide to:
- Essential knowledgebase features
- How to introduce an Agent Knowledgebase successfully and get agent buy-in
- How to manage your knowledgebase day-to-day
- How to integrate call tracking and customer interaction history
- How to gain visibility of agent productivity and the performance of your contact centre
- Making your knowledgebase future proof: how to deploy across other customer service channels
For further information, please contact:
Clare McRobbie
Telephone: +44(0)118 949 7072
Or contact us here
