Sponsored by


The Economics of Customer Service Excellence: Critical Improvements for Tier 1 and First Contact Resolution
Best practices from Neocase Software with a Success Story from CORPTAX*
*2009 Support Staff Excellence Award Winner

Date: November 19, 2009
Time: 9am PDT/12pm EDT

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

Event Summary
In this live, interactive TSIA Webcast you'll learn how:

  • To improve productivity and efficiency within the multi-tier customer service model
  • To use industry best practices to deflect calls from tier 1 and improve agent productivity
  • To use knowledge management to impact self service deflection and agent productivity
  • CORPTAX increased its tier 1 deflection and SLA achievement

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