Join us Tomorrow for "Building Customer Loyalty through Increased First Contact Resolution"

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	WEBINAR: Building Customer Loyalty through Increased First Contact Resolution Tuesday May 6, 2014 TIME: 2:00pm ET/ 11:00am ET
	First contact resolution is often seen as the “Holy Grail” in customer service. However, finding the right available agent versus the first available agent encompasses more than just introducing a new metric and tracking its performance. Improving first contact resolution (FCR) has a direct positive impact on your business. Yet it is also important to balance the drive for FCR with “cost to serve”. The law of diminishing returns is very applicable when it comes to both managing and measuring FCR. Through proven best practices and Workforce Optimization capabilities, you will learn to find the right balance while building customer loyalty through increased FCR. What Attendees will learn: How to reduce the customer effort, resulting in increased satisfaction scores and better customer loyalty How to achieve FCR through proven technology and best practices How to manage and measure FCR without breaking the budget Who should attend: VP/Director of customer experience VP/Director of contact center operations
	Presenters: Stefan Captijn Sr. Director, Business Application Genesys With over 20 years in the IT and Customer Service industries, Stefan has an unusual mix of experience having served in IT, Consulting, Marketing and Business Development roles. Stefan started with Genesys in 2000 and currently serves as Product Marketing Director for Business Application. Stefan has a passion for running, cycling, loudspeaker building and enjoys public speaking and travelling the world. Michael Miller VP Speech Analytics Genesys Michael is the VP of Customer Strategy for Speech Analytics at Genesys.  Mike was the VP of Customer Strategy for UTOPY, the Speech Analytics pioneer, for over 4 years before UTOPY was acquired by Genesys. Prior to UTOPY, Mike was Vice President of Customer Care at E-LOAN where he was in charge of the front end sales and service organization for this award winning Internet Lender. Before E-LOAN, he helped build the service infrastructures of SBC Telecom and TiVo, being part of the launch team for both companies. Moderator Stefania Viscusi Editor TMCnet Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.
	Sponsors:
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