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.

HP Webinar on using SupportPoint to rollout SAP
Join Panviva for this case study briefing with Maggie Larocca, a recent learning program manager at HP.  She explains how HP used Panviva's SupportPoint business process guidance to reduce training times and improve global compliance during a merger, bringing 3,000 contract administrators worldwide up to speed with its SAP implementation and related processes.