THE WHATIS.COM WORD-OF-THE-DAY December 5, 2003 first call resolution
______________________ SPONSORED BY: IBM What makes an on demand business, on demand? In a word, integration. Integrated people, integrated processes, integrated applications. That's where middleware like IBM WebSphere can help. See how WebSphere Business Integration delivers. On demand. Get your copy of the Business Integration white paper today. http://www.ibm.com/websphere/news/biwp ______________________ TODAY'S WORD: first call resolution See our complete definition with hyperlinks at http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci887386,00.html?track=NL-34 In customer relationship management (CRM), first call resolution is properly addessing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Talk time (the average time an agent spends on each call) is a common call center performance metric. In general, fast talk time averages are desireable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily. Call center managers carefully monitor follow-up calls because in addition to being an indication of customer dissatisfaction, follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a call center manager will accept an increase in talk time, as long as the first call resolution rate increases as well. __________________________ RELATED TERMS: customer relationship management http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci213567,00.html?track=NL-34 call center http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci211736,00.html?track=NL-34 talk time http://searchmobilecomputing.techtarget.com/sDefinition/0,,sid40_gci892670,00.html?track=NL-34 ______________________ SELECTED LINKS: Enkata Technologies offers a first call resolution solution. http://www.enkata.com/solutions/first_call.html SearchCRM.com has more on the Call Center/Customer Interaction Center. http://searchcrm.techtarget.com/bestWebLinks/0,289521,sid11_tax287006,00.html?track=NL-34 ______________________ TODAY'S TECH NEWS: IT ADMINS: SCO THREATS NOT STOPPING LINUX PROJECTS Network and systems administrators don't seem to be in any rush to halt or delay Linux or open source projects because of the latest threats from the SCO Group. CEO Darl McBride, meanwhile, contends that commercial Linux users are continuing to sign up with SCO for Unix licenses. http://searchenterpriselinux.techtarget.com/originalContent/0,289142,sid39_gci939760,00.html?track=NL-34 HIRING LIMITS OF NON-U.S. WORKERS HAVE LIMITED IMPACT Proposed legislation in Indiana is just the latest in a flurry of bills intended to control the hiring non-U.S. workers. While the bill won't stop offshore outsourcing, it may soften the blow. http://search400.techtarget.com/originalContent/0,289142,sid3_gci939742,00.html?track=NL-34 STUDY PICKS TOP MARKETING-AUTOMATION SOFTWARE A recent Forrester Research study of six marketing-automation products found that all have relative strengths and weaknesses. But when it comes to satisfying the greatest breadth of requirements, two stand out. http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci939172,00.html?track=NL-34 >> Catch up on all the latest IT news at http://searchtechtarget.techtarget.com?track=NL-34 ______________________ SECRET WORD-OF-THE-DAY | What is IT? This is the use of telecommunication to work outside the traditional office or workplace, usually at home or in a mobile situation. >> See if you're right! http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci213115,00.html?track=NL-34 _____________________ LEARNING PATH | Customer Relationship Management Give yourself a quick tutorial in customer relationship management (CRM) by reading this series of related definitions in sequence. http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci788453,00.html?track=NL-34 _____________________ IT Horoscopes | December The stars are clear -- get your work caught up by mid-December and then you can relax and join in the holiday fun. Find out what the cosmos have in store for your sign this month! http://searchcio.techtarget.com/sDefinition/0,,sid19_gci919205,00.html?track=NL-34 _____________________ QUIZ | Unleashing the Power of the Database Find out how much you know about the mighty database in this week's quiz! http://searchdatabase.techtarget.com/sDefinition/0,,sid13_gci934211,00.html?track=NL-34 ______________________________ RECENT ADDITIONS AND UPDATES [1] sniglet http://whatis.techtarget.com/definition/0,,sid9_gci506044,00.html?track=NL-34 [2] skyscraper http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci939086,00.html?track=NL-34 [3] hosted CRM http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci939083,00.html?track=NL-34 [4] propagation delay http://searchnetworking.techtarget.com/sDefinition/0,,sid7_gci939061,00.html?track=NL-34 [5] TD-SCDMA http://searchmobilecomputing.techtarget.com/sDefinition/0,,sid40_gci939058,00.html?track=NL-34 ____________________________________________________________________ ::::::::::::::::::: WHATIS.COM CONTACTS ::::::::::::::::::: MARGARET ROUSE, Site Editor ([EMAIL PROTECTED]) IVY WIGMORE, Consulting Editor ([EMAIL PROTECTED]) LOWELL THING, Consulting Editor and Founder ([EMAIL PROTECTED]) GABRIELLE DERUSSY, Advertising ([EMAIL PROTECTED]) ::::::::::::::::::::: ABOUT THIS NEWSLETTER :::::::::::::::::::::: This newsletter is published by TechTarget, the most targeted IT media. http://www.techtarget.com?track=NL-34 Copyright 2003 TechTarget. 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