Jacada
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Webcast – First Call Resolution and Solve Rate Analytics That Produce Measurable Results

Join industry expert Penny Reynolds from The Call Center School as she discusses the complexities of First Call Resolution (FCR) and how to measure it.

You'll learn:
  • why FCR and Solve Rate trump traditional metrics such as Average Handle Time for measuring quality and satisfaction
  • how to overcome challenges in trying to piece together the FCR metric
  • best practices for identifying processes that need realignment or agents that need coaching to foster continuous improvement.
JACADA

Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, "intelligent" workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction.

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