Attend my free webinar on FCR - Register below with CRMxchange - August 18th, 1pm ET

FREE WEBINAR: The Evolution of FCR – Evaluating the Experience, Not Just the Call - August 18, 1:00 pm EDT

Register here: http://www.crmxchange.com/webcasts/nexidiaaug09.fcr.asp

While most contact centers rely on quality monitoring and data from telephony and CRM systems to measure first call resolution, these approaches usually don’t explain WHY customers call back. However, your customers DO. As a follow up to our April webinar, “The New FCR – Reinventing First Call Resolution with Speech Analytics”, join Nexidia and JC Corrigan, President of Customer Analytics Consulting, at 1:00 p.m. on Tuesday, August 18th to learn how you can use advanced speech analytics tools to gain rapid insight into WHY customers call back for targeted improvement. You’ll discover new and innovative ways of thinking about FCR, including: • FCR as an enterprise-wide indicator of inefficient policies, processes, products and agents • Approaching problem resolution from a customer perspective • The importance of understanding what happens before, during and after calls • Leveraging data AND the voice of the customer for a complete view of FCR • Going beyond analyzing calls to evaluate the experience of repeat callers Hear how a global financial services provider used Nexidia’s new FCR analysis tools to identify the root cause of an issue driving 53% of repeat call volume in just 3 days.

If you didn't attend "The New FCR" webinar in April, view the recording to see what you missed at: http://nexidia.com/resources/the_new_fcr__reinventing_first_call_resolution_with_speech_analytics .