The Expert's Guide to Customer Service; First Call Resolution

Online, June 10, 2013 (Newswire.com) - Reduce costs and improve customer satisfaction. Have a positive impact on bottom lines.

First Call Resolution is a hot topic these days. Why? Because it costs organizations not only in customers--current, future and potential--but it costs in employees as well. In other words, it directly impacts bottom lines.

Do companies measure First Call Resolution? And if so, how?

Best practices is 86%? That means 14% of customers are calling more than once, more than twice.Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction. That costs your organization easily hundreds of thousands of dollars. And employees too. It costs over $8500 to bring on a new hire today. And most who leave do so in the first year.

Hot off the press is fact filled, latest information in The Expert's Guide to Customer Service: First Call Resolution by Rosanne D'Ausilio, PhD, Customer Service Expert, industrial psychologist, author of 8 books: Wake Up Your Call Center: Humanize Your Interaction Hub, 4th ed, Customer Service and The Human Experience, Lay Your Cards on the Table: 52 ways to Stack Your Personal Deck, How to Kick Your Customer Service Up A Notch, Vol I and II, The Expert's Guide to Customer Service, Vol I and II and a popular tips newsletter on How to Kick Customer Service Up a Notch at www.HumanTechTips.com. She is known as the 'champion for the human' in a high tech world.

Reduce costs and improve customer satisfaction. Impact bottom lines at www.drrosanne.com/EXPERTSGUIDEFCR.HTM

Included:

Surveys/Reports/Best Practices
How to Measure FCR
Formula for Repeat Calls
Common Techniques
Benefits of FCR
Metrics Impacted

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