Beyond First Call Resolution: 5 Ways To Finally Deliver on the Promise

This FREE webinar was recorded on:
Tuesday, September 29, 2009
12:00 PM - 01:00 PM EDT
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We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:

  • Understand the Customer Experience
  • Reduce Avoidables: Help Your Customers Become Self-Sufficient
  • Reduce Repeats: Turn your Reps into Problem Solvers who EXECUTE
  • Reduce New Issues: Evolve into Being Proactive Consultants
  • Turn Your Metrics into Diagnostic Tools and establish a Continuous Improvement Process

Presenter:

Peter Beaupre
Director of Service Delivery
Weber Associates

Peter Beaupre is the Director of Service Delivery at Weber Associates, a consulting firm that focuses on driving bottom-line results for Fortune 500 companies by improving the performance of their most important asset -- their people.
 
Throughout his career, Beaupre has driven over 50 successful engagements in Contact Centers across the Telecom, Cable, Credit Card, and Insurance industries. Nearly all of these projects were focused on how to move beyond conventional performance improvement techniques, such as training and incentives, in order to effect measurable and sustainable performance improvement. In recent years, three of these programs have been recognized by the American Business Awards for their impact on the client's bottom line.
 
Beaupre holds a Bachelor's Degree from Duke University.