SOURCE: Enkata

May 12, 2008 08:00 ET

Enkata and Leading Analyst Firm Reveal Contact Center Best Practices for First Contact Resolution

Yankee Group's Ken Landoline to Outline FCR Strategies in Webinar; New Whitepaper Delivers Best Practices to Measure FCR, Reduce Repeat Calls and Eliminate Customer Service Rework

SAN MATEO, CA--(Marketwire - May 12, 2008) - Enkata, a leading provider of performance management software, today announced it is working with Yankee Group to share best practices for contact center first contact resolution (FCR). Through a new whitepaper report and webinar, both titled, "Best Practices for Implementing a First Contact Resolution Program in the Contact Center," Program Manager Ken Landoline presents key findings and challenges regarding measuring FCR effectively, reducing repeat calls and improving customer service. Mr. Landoline hosts the webinar on May 15, 2008 at 1:00 p.m. EDT, with registration available at:

"With 30 to 35 percent of incoming requests to a contact center continuing to be repeat customer calls, it is critical for organizations to improve their FCR in order to improve customer satisfaction and loyalty -- the lifeblood of the service organization," said Mr. Landoline. "In order to reduce repeat calls and customer service rework, organizations need to adopt rich analytics-based solutions that monitor all points of contact, collect accurate data and take aggressive actions based on that data to improve performance. In addition to improving their FCR, enterprises can also gain a powerful return on investment, improve customer loyalty, and reduce agent rework and customer churn."

During the webinar, Mr. Landoline will present six steps to achieve a successful FCR program including deploying the best technology, initiating training and coaching programs and creating scoring systems that provide an accurate measurement of FCR. This webinar expands the discussion started in the Yankee Group whitepaper, which reviewed FCR measurement methodologies and the return on investment FCR best practices deliver. The whitepaper reports that a successful FCR program will pay for itself over a short period of time. In addition, each FCR occurrence can be seen as an increased opportunity to evolve into a high-value call and facilitate future sales opportunities and new incremental revenue. Organizations with a high FCR rate realize these valuable revenue streams more quickly.

"FCR is a key performance indicator that enables executives to check the pulse of their organization, yet most businesses still rely on broken or inaccurate systems to gather this data," said Ronald Hildebrandt, founder and senior vice president of marketing, Enkata. "Companies rely on Enkata's advanced analytics and performance management solutions to deliver high-value customer interactions. Whether it is through the effective resolution of inbound requests or support of up-selling and cross-selling opportunities, Enkata delivers the actionable insight organizations need to dramatically reduce employee rework and improve overall customer satisfaction."

For more information and to register for the event, "Best Practices for Implementing a First Contact Resolution Program in the Contact Center," visit:

To download the whitepaper, "Best Practices for Implementing a First Contact Resolution Program in the Contact Center," visit:

Enkata continues to gain widespread industry praise for its products and customer success. In DMG Consulting LLC's "2008 Contact Center Performance Management Market Report," Enkata earned top scores in product, implementation, service and maintenance, training, professional services categories, as well as the highest scores for customer satisfaction. In the past year, Gartner named Enkata a "Cool Vendor," and Customer Interaction Solutions magazine awarded the Company both a 2007 Product of the Year Award and 2008 CRM Excellence Award. Companies using Enkata's performance management solutions have also been recognized for the outstanding service they deliver to customers including Chase Card Services, which was awarded a Ventana Research Performance Management Leadership Award and 2008 CRM Magazine Service Elite Award.

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.

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