TMCNet:  iService Business Intelligence Provides First Call Resolution Insight

[December 31, 2012]

iService Business Intelligence Provides First Call Resolution Insight

Champaign, IL, Dec 31, 2012 ( via COMTEX) -- One-to-One announced today an update to iService Business Intelligence that helps users understand how effectively they are handling customer inquiries. The update provides metrics that help organizations evaluate their level of first call resolution (FCR). FCR is a critical indicator of the quality of service provided because users become frustrated when they have to contact a company for assistance more than once for the same issue.

"Business Intelligence is a key component of our iService Customer Interaction Solution, and it's an area where our new clients see an immediate benefit," said Scott Whitsitt, founder and CEO of One-to-One "It's long been known that if you don't measure it, it's hard to improve. Providing key metrics and insight into how agents and customers interact is one of our key product strategies. First call resolution is one of the more powerful metrics, because it measures customer satisfaction as well as agent effectiveness and the support center's efficiency." The new business intelligence reports provide first call resolution details about the types of questions, operating departments, and individual agents. When combined with other metrics provided by iService, organizations can quickly identify areas that require management attention.

About One-to-One One-to-One is a leading provider of online customer service and marketing software (iService(R)) that is easy to implement and even easier to use. iService routes and manages customer inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing capabilities (iCentives(R)). iService is available as an on-demand or on-premise solution delivered using a Software as a Service (SaaS) model and can be easily integrated with your existing web site.

Formed in 1997, One-to-One is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One can be reached at 217.398.MAIL (6245) or on the Web at and

iService, iCentives, the One-to-One logo, and the name One-to-One are registered trademarks of One-to-One, Inc.

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