Gain a better understanding of SupportPoint and how our customers use Business Process Guidance systems by viewing our upcoming live web seminars and on-demand archived web seminars.

Open Enrollment: From Surviving to Thriving

In this event, industry experts present information and strategies you can use to solve the biggest headaches associated with Open Enrollment: namely, how you can bring temps, outsourced agents, and new hires up to speed in time to be assets rather than potential liabilities during this critical period? These new people can certainly answer the phones, but how can you prepare them to answer the wide range of questions that will be asked and nurture the valuable relationships with your customers?

In this webinar you will:

• Learn why progressive organizations are abandoning traditional training for call center reps
• Hear about a new approach that guides and trains agents on the job
• Review mini case-studies about call centers that have achieved 70% reductions in training times, 20% reduction in AHT, 80% reductions in error rates, 75% reductions in escalation rates, and more...

Join Jack McAvoy, VP of Marketing Panviva and his guest Carl Ascenzo, CEO of Ascention Consulting, as they present information and strategies you can use to prepare new agents to be call center superstars and invaluable assets from day one.

Jump Start your Call Center Improvement Metrics

Watch this online demonstration to see why over 200,000 users rely on SupportPoint daily to cut costs dramatically, improve processes and take customer satisfaction to higher levels. In this one hour recordeed session with a live audience, you will see how SupportPoint can:

• Increase First Call Resolution in your call center
• Dramatically improve accuracy levels and consistency
• Greatly decrease operating costs across front and back office
• Ensure compliance and minimize risk in all parts of the organization

This is a simple and elegant solution that’s affordable, very light on technology, and quick to implement with a very fast return on investment.

Webinar on Improving FCR

This webinar on First Contact Resolution features well-known call center authority Mary Murcott, who has led customer contact transformations at leading companies such as: Budget Rent-a-Car, Ryder Trucks, American Express, DHL, and Cox Communications. The presentation covers: how to measure FCR; top myths and misconceptions of FCR; 5 methods and tips to improve FCR; how to get other departments involved in FCR improvement; and how to structure and analyze FCR data in order to take action.