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DATE: |
Wednesday, March 10, 2010 |
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TIME: |
11:30 AM - 1:15 PM |
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LOCATION: |
BT
2160 Grand Ave
El Segundo, CA 90245 |
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TOPIC: |
First Contact Resolution - The Performance Driver! |
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SPEAKER: |
Pete McGaharan of
McGarahan and Associates |
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SPONSOR: |
Sponsorship Available |
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Pete is a recognized
thought leader throughout the
support industry and business. Pete's twenty-five years in the IT
industry go both deep and wide in all areas of IT, business and service
and support. |
For customers, the only thing better than having their problem resolved on the
initial contact is not having the problem in the first place! First Contact
Resolution (FCR) drives a number of best practice initiatives and is a holistic
measure impacting customer satisfaction, cost per call and mean time to resolve.
When done right, FCR is the key to increasing customer satisfaction and loyalty
while lowering costs, an essential factor in today's economy.
Peter J. McGarahan is the founder and president of McGarahan & Associates. Pete
recently served as the Chairman of the IT Infrastructure Management Association,
a sister organization to HDI Help Desk Institute Team Excellence Award. IT
Support News also named him one of the "Top 25 Professionals in the Service and
Support Industry" in 1999. Support professionals voted McGarahan "The Legend of
the Year" in 2002 and again in 2004 at the Help Desk Professionals conference
for his endless energy, mentoring and coaching and his valuable contribution to
the support industry and community.
Please join Pete McGarahan, President and Founder of McGarahan and Associates
as he relates his industry experience, insights and practical advice on
enhancing the customer experience. It's critical that all team members know
their daily role and responsibility in achieving FCR performance targets and why
it is important. Pete will share proven techniques and specific examples of how
you can improve First Contact Resolution in your organization. Remember that improving FCR and
Customer Satisfaction happens one call at a time!
Peter McGarahan’s webinar
for HDI during Customer Service week brought a great focus to how First Contact
Resolution (FCR) is a great metric, but should not live in a vacuum. He stressed
the value of making sure the documentation is complete, and making the goal not
just “checking off” the incident, but rather tying resolution to a fuller
customer experience. In order to provide that experience, Pete stressed the
importance of good support tools, including knowledge management.
Strategic, Tactical and Operational Best
Practice consulting
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Support Strategy and
Business Alignment, Assessments, Gap Analysis, Continuous Improvement
Roadmaps
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Outsourcing RFP creation,
Vendor Selection management, Contract negotiation and transitional project
management services
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IT Branding, Marketing
and Communication
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Service Desk
Best Practices, SLA/OLA creation, Metrics, Reporting, etc.
Strategic Sourcing
- Create
Strategic Support Sourcing plans, options and alternatives
- Create Outsourcing
requirements
- Vendor RFP creation &
process management
- Assistance with vendor
contract negotiation
A copy of the PowerPoint
presentation that Pete used for his topic can be found
here.
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