SOURCE: Enkata

March 26, 2008 08:00 ET

Enkata to Present Call Center Performance Best Practices at InAAU International Conference 2008

Enkata President and CEO Dave Stamm to Host Session on Improving Call Center Performance Through First Call Resolution (FCR) at Leading Avaya User Conference

SAN DIEGO, CA--(Marketwire - March 26, 2008) -


What:   Dave Stamm, president and CEO of Enkata Technologies, a leading
        provider of on-demand performance and talent management solutions,
        is presenting "Improving Call Center Performance through Accurate
        First Call Resolution" at The International Alliance of Avaya Users
        (InAAU) International Conference 2008 on Monday, March 31. Stamm's
        session will address the strategies and technologies call centers
        can apply to improve performance while leveraging traditional
        infrastructures. Stamm will discuss the best practices that
        business can use to improve call centers' first call resolution
        (FCR) and reduce incoming call volume.

Where:  InAAU International Conference 2008
        San Diego Convention Center, San Diego, Calif.
        Room 33C

When:   Monday, March 31, 2008
        1:30 p.m. - 2:30 p.m.

Why:    While most call centers agree that FCR is the only true metric that
        provides a clear measurement of customer satisfaction, few have
        accurate and effective measurements in place to properly understand
        or improve it. Organizations traditionally have relied on a myriad
        of inconsistent and subjective methods, including customer surveys
        or reports completed by agents themselves. Stamm will explore these
        subjective processes, discuss why organizations need to eliminate
        them and help attendees learn efficient new ways to deliver
        meaningful analysis into the specific performance of each agent,
        team and supervisor as well as the overall call center.

        During his session, Stamm will discuss real-life company success
        stories including one from a leading credit card services
        organization that serves 46 million customers and handles more than
        60 million calls a year. Faced with a fast-growing customer base
        and increased competition, it became critical that the company
        address call quality and calls per customer in new way, and
        determine if a call is actually resolved. Stamm will walk attendees
        through an overview of how this company was able to meet its goals
        of delivering more effective customer service and to improve its
        FCR.

        Dave Stamm will be available during the conference for press
        interviews. To schedule a briefing or a teleconference before or
        after the event, please contact enkata@schwartz-pr.com.

About Enkata

Based in San Mateo, Calif., Enkata is a leading provider of on-demand performance and talent 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.

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