How Sprint Resolves FCR Once and for All
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You know:
- First Call Resolution (FCR) improvement equals customer satisfaction improvement.
- When FCR increases, customer churn decreases.
- Better FCR results in lower costs.
But, do you know:
How to mobilize around FCR down to every agent, in every center, on every call?
New and changing products, plans and services create a complex care environment. But competition among wireless carriers hinges on customer satisfaction, and FCR is a key driver to loyalty. How does Sprint keep 40,000 agents up to speed and prepared to deliver the best service possible, in one call? Attend this webinar to learn how Sprint:
- Keeps its care agents up to speed on new and changing products, plans and services
- Links agent performance, development and FCR measurement
- Manages a distributed workforce across the globe towards the same goals
Join us to hear how Sprint operationalizes FCR to improve the customer experience of its 48 million customers worldwide.
Presenters:
Matt McConnell
Chairman, President and CEO
Intradiem
Chad Marshall
Manager, PMO - Pipeline Project Management
Sprint - Customer Care
We respect your privacy, by clicking ‘Watch On-Demand’ you agree to having your details passed onto the sponsors who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
