Customer Contact Association to Run Free Online Conference on Improving Customer Service through First Contact Resolution

The Customer Contact Association is running its first-ever FREE online conference on Improving Customer Service through First Contact Resolution, which will be broadcast live and online on 31 March 2008 at 9.30 a.m. UK time, http://cca.brighttalk.com.

Studies of consumer attitudes often find that 8 out of 10 respondents say that repeating information to organisations is one of the most frustrating aspects of contact centres. Customers aren't the only winners from First Contact Resolution (FCR) - the organisation clearly benefits from reducing waste and staff can consequently feel more engaged in their work. However, increasing FCR is not a universal solution to customer service and definitions of it can vary from one company to another.

Listen to and interact with industry experts such as Marcus Hickman, Steve Parry and Gordon Loader. Speakers will present live and online, giving you the opportunity to interact in real-time from the convenience of your desk. For more details and to register for this FREE online conference, please visit http://cca.brighttalk.com

Anyone involved in customer services, customer relations, customer services, contact centres or with any other customer contact responsibility should attend free of charge at http://cca.brighttalk.com.

Programme:

Marcus Hickman, Research Director at the CCA

Speaking on Improving Customer Service through First Contact Resolution

Steve Parry, Co-founder & Managing Director of Transform and CCA Research Council

Speaking on Research and Market Trends

Gordon Loader, Solution Marketing EMEA, Avaya

Speaking on Technology

++ Your Benefits ++

-Content qualifies for CPD

-Live access to and interaction with the world's leading experts

-Easy access via your computer (with Internet connection and soundcard)

-Archive for future viewing

-Download presentations and MP3s of the live event

-No software downloads required

-Substantial time & cost Savings

-FREE Registration

We look forward to welcoming you online, register now: http://cca.brighttalk.com. This online conference is powered by BrightTALK, www.brighttalk.com

About the CCA

With over 800 corporate members the Customer Contact Association represents over 4,500 senior practitioners, employing between 30%-40% of the total contact centre population within the UK market. Around 15% of people employed in UK contact centres are working in a centre certified with CCA Standard.

Customer Contact Association to Run Free Online Conference on Improving Customer Service through First Contact Resolution

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Customer Contact Association to Run Free Online Conference on Improving Customer Service through First Contact Resolution

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