I will be presenting a complimentary Webinar...You're invited.

Getting it Right the First Time: 8 Strategies for First Contact Resolution
Register now to attend this free webinar (register at: on March 27th at 11:30am EST featuring Contact Center expert Kathryn Jackson, from ResponseLearning Corporation.
What you will learn:

  • What actions you can take immediately to improve First Contact Resolution
  • The critical service strategy components that most organizations forget with FCR management
  • The top DOs and DON’Ts when managing FCR
  • More info on the small details that, if left unchecked, cause FCR failure
  • Beyond FCR; why FCR cannot stand alone

 Speaker Bio: Kathryn Jackson takes an aggressive role in providing expertise to the customer contact industry. She is an associate of ResponseLearning Corporation (RLC), and has been recognized as an industry expert since 1989. Kathryn conducted groundbreaking research into such topics as the integration of the Internet into call centers, first contact resolution, complaint management, and customer value. She has partnered with the American Productivity & Quality Center (APQC) to study the people, processes, and technology at the forefront of the customer-centric revolution.

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