First Call Resolution:

By improving FCR, you can reduce call volumes 10%-15%, increase customer satisfaction 10%-15%, reduce customer churn and increase revenue 5 to 10 times more than the money you save by reducing call volume.

In this webinar, you’ll learn what FCR is and how it impacts your business. You’ll find out how repeat calls are costing you and what you can do about it.

Missing Ingredient QA:

Quality is monitored and evaluated by every organization. But you may be missing a crucial ingredient.

Could it be that your QA program was developed without sufficient focus on the customer? The customer’s point of view is a "missing ingredient" in many QA programs. Revisiting your QA program with a customer-centric outlook can help make your assessments more accurate and helpful. You will be able to get agents to begin looking at their calls from a customer’s perspective.

Workforce Management Strategies:

Workforce management has a huge impact on employee satisfaction, turnover and overall costs for your organization.

In this webinar, you’ll learn about proven strategies to reduce costs and improve morale in your organization. You’ll look at the four key components of designing winning schedules for employees and the hidden costs of your current scheduling.

At Home Strategies for Call Centers:

The model of hiring at-home agents has become ever-more popular in recent years. It’s a model that presents many potential benefits as well as problems for your organization and your employees.

In this webinar, you’ll learn about valuating the at-home model against brick and mortar and off-shoring and how the blue chip companies are taking this to the board room and market place. We cover the critical success factors of scaling an at-home model and how to avoid the biggest mistakes most companies make.

Audio only - no video.

Which of the following topics would you like to see discussed in future iLearnCC webinars?

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