Enkata to Present the Importance of First Call Resolution at Call Center 2.0 West 2008

Liz Amaral to Offer Best Practices for Accurately Measuring and Improving First Contact Resolution (FCR) at Leading Event for Contact Center Technologies

September 9, 2008

Enkata, a leading provider of performance management software, today announced that Senior Director of Product Marketing Liz Amaral will be presenting the session “The Importance of First Call Resolution,” at TMC’s Call Center 2.0TM Conference. During the session, Amaral will discuss how analytics-driven measurement enables contact centers to continually improve first contact resolution (FCR), in turn increasing customer satisfaction and decreasing operational costs.

“While most contact centers agree that FCR is a critical performance indicator of agent effectiveness, few have the tools to properly report on, and more importantly, impact it,” said Amaral. “Companies are beginning to realize that post-call surveys, which attempt to track FCR, are not accurate or actionable. Companies are now turning to analytics-based solutions, such as Enkata’s, that calculate FCR using algorithms. This method is more accurate and actionable than surveys and is ideal for agent coaching. Organizations that manage their FCR using an analytics-based approach are seeing 20-30 percent reductions in repeat calls and a high return on their investment.”

“We are very pleased that Liz Amaral will be participating in this year’s show. Enkata is widely recognized and respected as an industry leader in contact center performance management, and I am confident that our attendees will appreciate and value the opportunity to hear Ms. Amaral’s perspective on first contact resolution,” said TMC President and Conference Chairman Rich Tehrani. “There have been many recent technological advances benefiting contact centers that help reduce costs and increase productivity. With this ever-changing landscape it is invaluable for contact center leaders and CRM decision makers to hear from top executives at the innovative firms making these technological advances possible.”

EVENT DETAILS:
SESSION: The Importance of First Call Resolution
PLACE: Los Angeles Convention Center in Los Angeles, California
DATE: Thursday, September 18, 2008
TIME: 10:15 a.m. – 11:00 a.m. PDT

Call Center 2.0, held September 16-18, 2008 will be TMC’s fifth Call Center 2.0 event, and is expected to attract as many as 1,000 attendees. Anyone interested may register by visiting www.callcenter20.com.

About TMC

Technology Marketing Corporation (TMC) is an integrated global media company helping our clients build communities in print, in-person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC’s Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by nearly one million US visitors according to Quantcast and by two to three million unique visitors each month worldwide, according to Webtrends. In addition, TMC produces INTERNET TELPHONY Conference & EXPO, Call Center 2.0 Conference and Communications Developer Conference. For more information about TMC, visit www.tmcnet.com.

About Enkata

Enkata is the market and technology leader in Software-as-a-Service (SaaS) Performance Management for customer operations. Enkata’s analytics-powered applications combine best-practice metrics, personalized dashboards, decision analytics and integrated workflow to improve the effectiveness of organizations’ contact and claim centers every minute, every day. Fortune 500 companies choose Enkata for advanced analytics, proven ability to eliminate rework and SaaS delivery model. For more information, visit www.enkata.com or call (650) 227-6500.