Upstream Works Software Ltd.

Upstream Works Software Ltd.

January 07, 2008 16:04 ET

Upstream Works Presents a 6 Part Webinar Series on Improving First Contact Resolution

TORONTO, ONTARIO--(Marketwire - Jan. 7, 2008) - Upstream Works Software, providers of First Call Resolution solutions for contact centers, announced today that they are providing an educational webinar series on measuring and improving First Call and First Contact Resolution rates.

The monthly series kicks off January 17th with "Introduction to First Call Resolution" and continues until June 2008.

Other webinars include:

Repeat Calls: Assessing the Damage; Calculating the Cost (February)
Improving Call Center Effectiveness With First Call Resolution (March)
FCR and the Complex Customer Interaction (April)
How Does Email Impact Your Customer Satisfaction? (May)
How to Systematically Improve First Call Resolution (June)

"Upstream Works is a trusted advisor to a lot of our customers, and I strongly believe that educating call center professionals will help them improve operations," says Rob McDougall, President of Upstream Works and host of the webinar series. "FCR is still a fairly new concept, and this highly anticipated series will show the strategic impact that FCR has on both bottom and top line operations."

The entire series is presented free of charge for call center professionals. Registration and specific schedule details can be found at

About Upstream Works:

Upstream Works delivers contact center solutions for companies that view their customer service as a strategic competitive advantage and want to improve both their existing infrastructure and their satisfaction ratings. Upstream Works improves connectivity among all facets of a business, providing immediate access to key customer data and empowering agents to resolve customer issues efficiently while in compliance with business rules. The result is a rise in first-call resolution rates that reduces customer churn, lightens the overall call volume and raises employee morale, which makes the call center more productive and increases customer satisfaction ratings.

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