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Achieving First Call Resolution 2011
The Ascent Group, July 2011
Improving Measurement, Usage, and Customer Satisfaction
The Ascent Group conducted research in the spring of 2011 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is the publisher's seventh study of first call resolution.
The publisher asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way.
Achieving First Call Resolution 2011 will share measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Call Resolution performance. In addition, we will provide detailed results and analysis from the survey itself and detailed 'best practices' demonstrated by participants.
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