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Increase First Contact Resolution: The Key to Superior Support

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help desk

Overview Do you have the power to resolve customer issues with one contact - every time? "Surveys show that the single greatest way to satisfy customers is to have the first agent they speak with solve their problem," says John Ragsdale, VP of Research for the Service and Support Professionals Association (SSPA). Unfortunately, SSPA benchmarks also show that first contact resolution is declining, down from 54% to 46% in the last 3 years.

View this Webinar to hear Mr. Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.

Further White Paper Details
Publisher	Citrix Online
Live Date	1st February 2008 00:00 GMT
Format	Webcast
Topics	Help Desk, Customer Support Services, Call Center - Contact, Service Level Management, IT Reliability

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