A Look Back on a Week of M2M Events

Kathryn Weldon
Kathryn Weldon

Summary Bullets:

·       On September 12th, Telefonica held an analyst conference in New York that focused on its ambitions and traction in M2M and featured a new high-profile customer OnStar

·       On September 13th, Orange held an analyst conference in Brussels that focused on its ambitions and traction in M2M and featured a new high-profile customer – Qualcomm Life

M2M is still in its infancy when it comes to numbers of connections and revenues, despite the fact that it is a decade-plus old industry, with wireless POS and fleet management solutions running over networks since the dark ages of cellular connectivity. These days, M2M generates excitement because it captures the imagination as people think of all of the “things” in their lives that can possibly be connected. Global operators Orange and Telefonica are upbeat about the opportunity and chose the same week to hold analyst events focused on M2M. Continue reading “A Look Back on a Week of M2M Events”

First Contact Resolution – The Second Best Key Performance Indicator of Customer Care

K. Landoline
K. Landoline

Summary Bullets:

  • Because of its potential to cut costs quickly and boost customer satisfaction, first contact resolution (FCR) is gaining recognition as the major key performance indicator (KPI) of success in customer care settings.
  • More enlightened customer care executives realize that their happiest customers are those that never have to contact a customer care center at all.

Because of its potential for immediate, effective and powerful results, FCR is gaining recognition and acceptance as a major KPI across customer service operations. The ability of a high FCR level to affect revenues positively and boost customer satisfaction, while decreasing the cost of customer care by reducing redundant operations, makes its achievement a win-win situation for both the corporation and its customers alike. Continue reading “First Contact Resolution – The Second Best Key Performance Indicator of Customer Care”