The Economics of Customer Service Excellence: Critical Improvements for Tier 1 and First Contact Resolution

Best Practices from TSIA and Neocase Software with a Success Story from CORPTAX*
*2009 Support Staff Excellence Award Winner

> On-demand TSIA Webcast Now Available!

You don’t have to be an economist to understand the economy of customer service excellence. Moving away from high-cost, high-volume channels toward those that improve productivity, efficiency and service success will significantly transform your organization—from support technician productivity to customer satisfaction and even an accelerated product repurchase cycle.

With average tier 1 support incident costs ranging from $20 to $45, it's no secret that these incidents account for the lion’s share of an organization’s overall support costs. Add to that the increasingly high volume of tier 1 support incidents and the expense of first contact resolution and you’ve identified the primary suspects for driving down support costs and protecting your bottom line.

In this on-demand TSIA Webcast you'll learn how:

• To improve productivity and efficiency within the multi-tier customer service model
• To use business intelligence to drive tier 1 and FCR process and improvement decisions
• To use industry best practices to deflect calls from tier 1 and improve agent productivity
• CORPTAX increased its tier 1 deflection and SLA achievement

Featured presenters include:

• John Ragsdale, VP of Technology Research, TSIA
• Jim Watson, Technology Services, Neocase Software
• Lloyd Howlett, VP of Support & Customer Operations, CORPTAX

Distributed by TSIA
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