ENKATA COLLABORATES WITH CONTACT CENTER EXPERT DONNA FLUSS TO RELEASE THE ESSENTIAL GUIDE TO FIRST CALL RESOLUTION (FCR)

White Paper and Webinar Examine Building Actionable FCR Programs for Call Centers

SAN MATEO, Calif. September 11, 2007 – Enkata, a leading provider of on demand performance management solutions, today announced that it has collaborated with Donna Fluss, founder and president of DMG Consulting LLC to develop the “Call Center First Call Resolution Guide.” Comprised of in-depth research and analysis, best practices and case study examples, the whitepaper will serve as the essential guide for call center executives looking to build actionable first call resolution (FCR) programs.  To discuss their findings, Ron Hildebrandt, co-founder, vice president, Sales & Marketing of Enkata will join Ms. Fluss in a webinar on Tuesday, September 18th at 1:00 p.m. EDT. Details are as follows:
Session: “First Call Resolution Guide for Call Center Executives: A Donna Fluss Presentation”
Time: Tuesday, September 18th, 2007, 1:00 p.m. - 2:00 p.m. EDT
Presented By: Donna Fluss, founder & president, DMG Consulting LLC
Ronald Hildebrandt, co-founder, vice president, Sales & Marketing, Enkata

FCR is a unique key performance indicator (KPI) that measures the effectiveness, efficiency and customer satisfaction level of a call center. It is the ONLY single metric that provides a balanced view of the call center’s overall operating performance; however the challenge lies in capturing both the right data to accurately calculate this metric, and in securing buy-in from all call center constituencies on the validity of your methodology. All too often FCR is misinterpreted and results in future reporting and performance complications. Enkata has collaborated with Ms. Fluss to develop this white paper to serve as a guide to creating a consistent process to measure and leverage this essential performance indicator for the call center.

“First call resolution is the most important metric in determining a call center’s overall operating performance, so we wanted to ensure that companies have the building blocks to create an actionable FCR program for their call centers,” said Donna Fluss, founder & president, DMG Consulting LLC.  “The insight on contact center performance optimization that Enkata brought to the table was incredibly valuable, and as a result we feel this is the essential guide for extracting the most value out of FCR initiatives.”

During the webinar, Ms. Fluss and Mr. Hildebrandt will share the findings from the white paper and the accompanying research, exploring the strategic role of contact center performance management and providing the definition and calculation formula for FCR.  They will discuss how an FCR program benefits customers, agents and the call center by presenting a framework and tactical steps for implementing a successful FCR program. Proven results will be reviewed in a case study of a successful FCR program.

“First Call Resolution can give excellent visibility into the overall health of your contact center, yet many companies struggle with accurately measuring it,” said Ron Hidlebrandt, co-founder, vice president, Sales & Marketing, Enkata.  “We are thrilled to collaborate with Donna on this white paper, as she is a recognized industry leader and truly understands the importance and value of an FCR program.”

For more information and to register for the event, visit https://registration.intercall.com/menu.php?short_name=enkataevents&page=events

To download the white paper, visit http://www.enkata.com/forms/whitepaper.php?id=16

About Donna Fluss
Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in contact centers and real-time analytics. For over 23 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the recently published book, The Real-Time Contact Center, and many leading industry reports, including the 2007 Contact Center Performance Management Report, the 2007 Speech Analytics Market Report, the 2007 Contact Center Surveying and Analytics Report, and the annual Quality Management/Liability Recording Product and Market Report. Donna’s articles and columns are carried by publications around the world. More information is available at www.dmgconsult.com.

About Enkata
Based in San Mateo, Calif., Enkata is a leading provider of on demand performance management solutions for customer facing operations. Enkata is the only solution that combines best-in-class analytics and workflow to guide managers to the next best actions to improve performance. Enkata’s solution enables large service operations to increase their profitability and boost the productivity of their employees. Today, leading Global 2000 companies rely on Enkata to better manage their operations. For more information, visit www.enkata.com or call (650) 227-6500.