Upstream Works - First Call Resolution

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Find out more about First Call and First Contact Resolution with our free educational webinar series. Click here for more information

	Improve First Call Resolution with the UpStart Experience Suite Automatically capture data from contacts, customers and agents to improve your first call resolution rates. The UpStart Experience Suite gives you 4 ways to measure FCR and guides you through the ongoing improvement process, helping to identify specific issues and overall trends and patterns that increase repeat calls and impact your company's bottom line revenue. Read More
	Track First Call Resolution rates with eMedia UpTake Having customers call you back can account for up to 30% of a call center’s volume, and is a prime source of customer dissatisfaction. The happiest customers are those who have their problem resolved correctly the first time. With eMedia UpTake, information is collected from all sources and made available to the contact center for first call resolution determination. Read More
	Upstream Works brings increased revenue to home security corporation Voxcom, a major supplier of home and business security alarms, launched a cross promotional partner program to increase sales. Their challenge was to maximize the potential of their sales and marketing initiatives, without having to invest a large sum of dollars in brand new infrastructure for their call center. Voxcom approached Upstream Works to provide call management automation to cope with the sudden increase in volume. As a result, sales increased by 10% and inbound calls were shortened by 15 to 30 seconds on average. Read More
	eMedia UpStart wins product of the year honors eMedia UpStart, an agent operating environment has won product of the year honors from Customer Interaction Solutions magazine. UpStart changes the way agents work by recognizing that first call resolution and customer satisfaction improvement starts at the agent’s desk. By providing each agent an integrated suite of knowledge tools, information is provided when needed to solve customer problems. Read More

Upstream Works

By providing the agent the tools to do their job, and then providing management the information they need to improve processes in the call center and the business, Upstream Works helps you improve overall customer satisfaction.