Smarter Utility

 

[May 21, 2007]

Enkata to Lead Workshop at Shared Insights' 8th Annual CCSF Retreat

SAN MATEO, Calif. --(Business Wire)-- Enkata, a leading provider of on demand performance and talent management solutions, today announced that it will be leading an educational workshop at the Shared Insights' 8th Annual Customer Care & Services Forum (CCSF) Retreat in Boca Raton, FL, June 4-6. On Monday, June 4th, Ron Hildebrandt, Co-founder of Enkata and Dr. Vijay Mehrotra, Professor, Decision Sciences Department at San Francisco State University, will be joined by Enkata customers Mellon Investor Services and Chase Credit Card Services to discuss innovative new methods for measuring and improving First Call Resolution (FCR) and the customer experience. Details on the workshop are as follows: 




						





Session: "First Call Resolution: New Approaches to Measuring FCR and
Making It Actionable"
Time: Monday, June 4th, 2007 9:00 a.m. - 12:00 p.m. ET
Location: 8th Annual CCSF Retreat, Boca Raton Resort & Club in Boca
Raton, Florida
Presented By:
Vijay Mehrotra, Professor, Decision Sciences Department, San Francisco
State University
Ronald Hildebrandt, Co-founder, Enkata
Frank Madonna, Head of Service Delivery, Mellon Investor Services
Elaine Weeks-Trueblood, Director, Business Operations, Chase Credit
Card Services
Thomas Lee, Operations Director, Chase Credit Card Services


FCR has been called the most important metric in the contact center because of its direct effect on customer satisfaction. Yet, despite its importance, most companies rely on surveys to measure FCR despite the fact that they are not actionable with agents. In this workshop, Mr. Madonna from Mellon and Dr. Mehrotra will discuss an alternative method for measuring FCR that is accurate and able to directly drive training and coaching actions. They will also describe how this approach can be extended to measure other indicators of the customer experience such as First Contact Resolution, First Touch Resolution, and the value created during a customer interaction. Ms. Weeks-Trueblood and Mr. Lee from Chase Credit Card Services will discuss how they are accurately measuring and improving their FCR rate by leveraging these new approaches within their companies.

An expert in call center operations, Dr. Mehrotra focuses his research on how mathematical models transform operations management in today's data-rich, but information-poor climate, with a focus on forecasting, scheduling, capacity analysis, risk management and technology adoption. He holds a Ph.D. in Operations Research from Stanford University and a B.A. in Mathematics, Economics and English from St. Olaf College.

About Customer Care & Services Forum (CCSF)

The Customer Care & Services Forum (CCSF) brings the only peer community of its kind to senior business leaders in the customer care and service industry. Founded in 1999, CCSF provides unparalleled opportunities for members throughout the world to exchange insights, learn from best practices and stay current on the latest trends and industry developments. CCSF is owned and operated by Shared Insights US, LLC. For more information or to attend the 8th Annual CCSF Retreat about both Shared Insights and CCSF, please visit www.sharedinsights.com or call 781.995.4740.

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.

[ Back To Homepage ]