Keith Dawson Principal Analyst, Information & Communication Technologies Frost & Sullivan Don MacLeod President Optima Communications International, Inc. Mark D. Lepko President North America Altitude Software First Call Resolution (FCR) is often viewed as a KPI aimed at improving the customer experience and not as a revenue generator. Recent research shows that costs associated with unresolved first time calls can be very high. Additionally, as repeat calls come in from repeat customers, the cost of not only the call itself but also the cost of losing that customer over frustration, undoubtedly increases. How can something as simple as FCR, cut costs from your bottom line? Contact center technology provides the right tools to empower agents, helping them to be more efficient, and delivering at the same time, a superior customer experience. Furthermore, a well solved complaint can be turned into an up/cross sell opportunity thus increasing the customer value and loyalty towards the organization and driving revenue. In this eBroadcast, attendees will: Gain insight about FCR from unique perspectives Hear first hand, how one contact center increased FDR as high has 95% Discover how today's technology is helping many contact centers cut their bottom lines Click Here to Register and join Frost & Sullivan and leading industry experts as we take a deeper look at the emerging trends and explore some of the currently available options for FCR.  Share and exchange your experience and viewpoints with our panel of experts during our live interactive Q&A following the presentation. As our appreciation to you for joining us on this eBroadcast, all participants will be entered into a give-away for a GPS Device! All registrants will be eligible to receive a $500 credit voucher* towards the 5th Annual Customer Contact 2009, East: A Frost & Sullivan Executive MindXchange * $500 Credit Voucher must be redeemed and allocated no later than Tuesday, March 31, 2009.