ICMI/Call Center Magazine Network

It's Part 3 in our special Podcast series on how switching to IP will affect your center. This time, ICMI's Janie Iadipaolo interviews Rich Collier, Senior Pre-Sales Systems Engineer with Empirix.

Our focus during this segment is first-customer resolution. You'll learn:

Why this metric has become an important indicator of how well companies serve their customers,
Best practices to increase the likelihood of first-customer resolution and
How to use advances in IP telephony to sustain your goals for first-customer resolution.

Fill in the form below and listen.

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