Welcome - Home - Register - Login - Help/FAQ - 0 items

Search Enter keywords, a title or a report id number below. In All Categories --------------------- Telecom & Computing Business & Finance Mfg & Construction Pharma & Healthcare Consumer & Retail Gov & Public Sector Energy & Transport Country Reports Company Reports --------------------- Transcripts Advanced      Select a currency for use throughout the site Australia Dollars Canada Dollars Euro Japan Yen Sweden Kroner Switzerland Francs UK Pounds US Dollars Viewing report Order by Fax Printer Friendly PDF Brochure Send to Friend Enquire before Buying Electronic CD ROM Hard Copy Achieving First Call Resolution 2009: Improving Measurement, Usage, and Customer Satisfaction The Ascent Group, Jan 2009   Description     Table of Contents     Summary     Companies Mentioned        Enquire before Buying    Send to a Friend   Improving Measurement, Usage, and Customer Satisfaction The Ascent Group conducted research in the fall of 2008 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our fifth study of first call resolution. We 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. More than 100 companies participated in the study, including: - Pacific Gas & Electric Consolidated Edison of NY - American Express DHL Express - GMAC Insurance Graco - Comcast Bell Canada - NV Energy Florida Power & Light - Yellow Transportation AEGON Insurance - The Hartford DirecTV - Canada Post New York Life Insurance - Alltel Discover Card - British Telecom ING Achieving First Call Resolution 2009 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 our participants. Customers who bought this item also bought Achieving First Call Resolution 2008: Improving Measurement, Usage, and Customer Satisfaction Achieving First Call Resolution 2009: Improving Measurement, Usage, and Customer Satisfaction First-Contact Resolution Improving IVR Usage, Acceptance, and Customer Satisfaction Call Center Strategies 2009 Call Center Strategies 2007 Evolving Medical Information Call Centers through Performance Measurement and Process Improvement Advisory Note: Chatting up User Satisfaction - Are Beleaguered IT Help Desks Finding Real Benefit in Chat-for Problem Resolution? Improving Frontline Performance 2008 Improving Front-line Performance 2009 Call Quality Practices 2008 The Training Measurement Book: Best Practices, Proven Methodologies, and Practical Approaches

		Top of page

All rights reserved. � Copyright 2009 Research and Markets    Terms and conditions Privacy Policy Publishers Employment Opportunities Site Map Link to us Webmaster