Monday, June 30, 2008

First-contact resolution rate

The phrase 'first-contact resolution rate' never entered my consciousness until I joined Instant Technologies. Sure, as a consumer, I had my fair share of frustration in dealing with companies with no apparent interest in answering my questions quickly and efficiently. I've navigated illogical autoattendants only to connect with the wrong person....who of course had no idea to whom I should be transferred. I've waited forever (in fact, I am still waiting) for callbacks from several companies.

Ken Landoline, VP and Principal Analyst at Saddletree Research, describes why first-contact resolution rate is one of the key criteria on which help desk and customer service organizations are measured:

“Our experience in customer contact center operations confirms that the inability to reach the right person the first time is a major driver of customer dissatisfaction in the customer service/contact center environment. Additionally, in many cases, poor first-call resolution performance has been shown to drive a significant share (in some cases, up to a third) of a call center’s overall operational costs.”

The same concepts apply to internal help desk operations—employee productivity plummets if they do not have access to the information and resources they need to do their jobs effectively…and employee frustration skyrockets if they must jump through multiple hoops to obtain the assistance they require.

If your company cares about customer satisfaction and/or employee productivity, you need to add presence-aware, real-time responsiveness to your operations.

For more on this topic, check out our solution brief.

Posted by Dan.

Wednesday, June 11, 2008

Thinking about my cable TV system

At the core, it's about competition for eyeballs and time spent watching 'something'. With the explosion of user generated content, there is a tremendous amount of very interesting, and highly targeted, niche content competing for the time and attention of people. So, right now, that attention 'drain' is taking place on another screen, via another input source (tcp/ip). I see an explosion of super niche, live, recorded, and peer rated content being delivered over another 'pipe' and competing for the rather 'programmed' content provided by my traditional cable provider.

So, right now, I suspect that many teens and 20 somethings spent a good deal of team on facebook, youtube, world of warcraft, and other variations on either peer created content, or browsing content that is being delivered over a medium other than their TV. With the explosion of content (youtube, redtube, ustream, facebook), the broadening of the tcp/ip pipes, and the 'social' aspect of peer rated content, it's difficult for me to see the long term value of my cable system.

For me, there are a couple of issues that are hanging out there:
* How can I watch content delivered over tcp/ip using my nice new TV
* With the lack of fiber, the content currently delivered by something other than cable looks crummy on screens other than my computer display

The marketers will follow the content, no matter how that content is delivered.

I want fiber, a way to bridge web based content into my TV, and a clean UI to easily surf that web based content from my couch.