Enkata to Present Call Center Performance Best Practices at InAAU International Conference 2008

Dave Stamm, president and CEO of Enkata Technologies, a leading provider of on-demand performance management solutions, is presenting “Improving Call Center Performance through Accurate First Call Resolution,” at The International Alliance of Avaya Users (InAAU) International Conference 2008 on Monday, March 31. Stamm’s session will address the strategies and technologies call centers can apply to improve performance while leveraging traditional infrastructures. Stamm will discuss the best practices that business can use to improve call centers’ first call resolution (FCR) and reduce incoming call volume.

Monday, March 31, 2008
1:30 p.m. - 2:30 p.m.

While most call centers agree that FCR is the only true metric that provides a clear measurement of customer satisfaction, few have accurate and effective measurements in place to properly understand or improve it. Organizations traditionally have relied on a myriad of inconsistent and subjective methods, including customer surveys or reports completed by agents themselves. Stamm will explore these subjective processes, discuss why organizations need to eliminate them and help attendees learn efficient new ways to deliver meaningful analysis into the specific performance of each agent, team and supervisor as well as the overall call center.

During his session, Stamm will discuss real-life company success stories including one from a leading credit card services organization that serves 46 million customers and handles more than 60 million calls a year. Faced with a fast-growing customer base and increased competition, it became critical that the company address call quality and calls per customer in new way, and determine if a call is actually resolved. Stamm will walk attendees through an overview of how this company was able to meet its goals of delivering more effective customer service and to improve its FCR

Dave Stamm will be available during the conference for press interviews. To schedule a briefing or a teleconference before or after the event, please contact enkata@schwartz-pr.com.