Getting to First Call Resolution

  • March 06, 2014
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 0


  • plus GST
  • plus GST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:30am
Registration is closed

Join us on March 6 to hear from Sarah Kennedy, Senior Managing Partner of Service Quality Management (SQM) Group about best practices for improving First Call Resolution. Since 1996, SQM has been a leading North American research firm for benchmarking and tracking voice of the customer, first call resolution and customer satisfaction call centre performance.

  • Learn how to hold CSRs accountable for FCR/Call Resolution performance—it provides the quickest and highest improvement payback of any practice.

  • Hear how paying attention to the voice of the customer works effectively for high, average and low FCR/Call Resolution performing call centres.

  • Get an up-close view of a groundbreaking research-based performance management system that will challenge your thinking about traditional operational-based performance management.


Sarah Kennedy
Senior Managing Partner   
SQM Group

Sarah Kennedy, BSc, is a senior managing partner for business development and customer relationship management with SQM Group. Sarah has 20 years in the service quality field. She is the co-founder of the Customer Contact Strategy Forum, an association of senior contact center executives in North America. Sarah uses her skills of facilitation and speaking to work closely with clients to develop service quality improvement action plans. She has also written and published many articles on contact center service quality benchmarking for many contact center customer service publications.

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