Call-Back Solutions for the Call Center

5 Ways to Master “One Contact Resolution”

On-Demand Webinar

Watch this informative webinar!

5 Ways to Master “One Contact Resolution”Contact centers are realizing the importance of OCR, but can’t find ways to master this critical metric. In this webinar you’ll learn how to properly deliver, measure, and improve OCR.

 

 

We talk about:

  • How to Measure One Contact Resolution
  • Becoming a Master of the Voice Channel
  • Improving One Contact Resolution
  • An Escalation Path Between Channels
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Contact Centers
  • VPs & Directors of Customer Experience
  • VPs & Directors of Customer Service
  • VPs & Directors of Web/Social Media

Speakers:

 

Andrea PowSQM GroupAndrea Pow, SVP of Client Advocacy, SQM

 

Andrea brings over 10 years of experience in customer relations and training development. This includes R&D of new certification programs, developing industry specific training, and managing quality control.

 

 

Shai BergerFonoloShai Berger, Co-Founder and CEO, Fonolo

 

As a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.