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New Research: Achieving First Call Resolution Improving Measurement, Usage, and Customer Satisfaction This detailed 100+ page color report delivers the results of our research on First Call Resolution. More than 50 companies participated in the research, including: Sitel•McLeodUSA•Washington Mutual Bank•AAA•Florida Power & Light•Allstate Financial•Dendrite•DirecTV•TXU Energy•Toyota Financial Services•California Casualty•The Hartford•Progress Energy •American Electric Power•RadioShack•Exelon Corp•Yves Rocher•B mobile•Harlequin Distribution•Xerox•Walgreens•Blue Cross Blue Shield of Massachusetts•Coach, Inc.•Sprint•Dominion The Ascent Group conducted research during the third quarter of 2003 to better understand how different companies and industries are measuring and tracking First Call Resolution. We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction. We also asked companies to provide their plans moving forward as well as lessons learned along the way. This report profiles research participants in a case study format, sharing measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First call Resolution performance. In addition, we provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants. List of Exhibits, Analysis, and Charts Achieving First Call Resolution is published by The Ascent Group, a management consulting firm with extensive experience in Customer Service performance improvement, benchmarking, and best practice discovery and a leading publisher of customer service journals and reports.

Achieving First Call Resolution On-line Version: $225 CD-Rom Version: $250 Printed Report: $295 Shipping and handling charges ($15) added to CD-Rom orders and Printed Reports.