Forrester Leadership Boards: A Member's View

Forrester Leadership Boards: A Member's View

Forrester Leadership Boards: A Member's View

Sue Hendricks, Vice President of Information Services at PMA Insurance Group, talks about the value she receives from Forrester's Application Development & Delivery Council, an exclusive Forrester Leadership Board peer group for exchanging next and best practices. To learn more about Forrester Leadership Board membership, please visit http://www.forrester.com/FLB/-/E-MPL41.

By Vocalcom

The Secret to Faster First Call Resolution is No More

Cost per contact (CPC) is the call center’s most volatile operating expense. The longer the average talk time, and the higher the number of times the customer must interact before getting a resolution, the more expensive the call’s resolution. It’s a relatively simple concept. CPC is also the metric with the most potential for improvement; therefore, the software that helps...
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